Senior Customer Success Manager - DACH

As part of deskbird, a fast-growing workplace tech company backed by a $23M Series B and trusted by leading global brands, you’ll join a passionate, high-performing team on an exciting growth journey with exceptional opportunities for career advancement and professional development.

This is a hybrid role based out of our Munich or Berlin hub . We are seeking a proactive Senior Customer Success Manager to drive customer success and growth with our cutting-edge SaaS solution. In this role, you’ll take full ownership of key accounts, empower customers to become true product champions, and proactively work on expansion opportunities in your customer portfolio.

• Develop and nurture strong relationships with customers and internal teams, fostering trust and long-term collaboration.
• Identify and close growth and upsell opportunities within existing accounts.
• Own the commercial lifecycle of the account, including managing renewals, negotiating contracts, and hitting specific net-retention and expansion targets
• Map out customer organizations to identify key decision-makers and influencers, moving from single-threaded to multi-threaded relationships.
• Proactively monitor account health metrics to identify at-risk customers and implement 'save' strategies to prevent churn.
• Ensure customer success by helping them fully leverage the potential of deskbird’s solutions.
• Lead and manage customer projects, from planning through execution to ongoing support.
• Organise and facilitate customer meetings, project kickoffs, and training sessions.
• Serve as the key point of communication between internal departments and customers, contributing to product improvement.
• Customise and optimise customer systems to fit their specific needs.