Customer Success Manager

Responsibilities

• Act as the main point of contact between Myagi and the project manager of high-profile accounts in the region;
• Take full ownership of contract renewals and support the Market Development Manager and Principal Success Manager to deliver on the business plan;
• Deliver new customer onboardings, train new platform end users, and post go-live success;
• Proactively suggest and drive the adoption of new and innovative features to increase the value of the product to customers;
• Own success planning and execution, as well as Quarterly Business Reviews with your customers;
• Represent our users to provide input into every core product, marketing, and sales process;
• Analyse customers’ levels of product engagement and provide feedback on issues or gaps;
• Deliver insights to customers that provide a strong business case for expansion;
• Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators;
• Manage German Language Support and develop a video-based knowledge base to help manage simple customer questions;
• Be able to work effectively and productively in a global remote team / be a team player, help others, and ask for help / be proactive about creating new solutions, and drive them forward.

Qualifications

• Fluent in German and English (Business Level Proficiency);
• 3+ years of customer success experience in a SaaS or software company;
• Start-up experience with the ability to build our process and drive efficiency;
• Commercial confidence to manage renewals and identify expansion opportunities;
• Proven track record of working in a customer-facing role and having commercial conversations;
• Experience working effectively with senior stakeholders to achieve strategic objectives;
• A high level of accuracy and attention to detail;
• Excellent communication and interpersonal skills;
• Ability to operate and prioritize effectively within a constantly changing work environment;
• Strong growth mindset, effectively learning from and adapting to both wins and losses;
• Proven ability to build trusted relationships with peers and superiors in a high-growth setting.

Bonus points for

• Experience working with brands;
• Experience working with video content in some shape or form - blogging, editing, storyboarding, etc.;
• Working with remote teams asynchronously and having  an appreciation of different cultures and backgrounds would be a plus;
• Early Career experience working in retail would help to provide empathy for the front-line workers we support.

We offer

• People-oriented management without bureaucracy;
• Excellent compensation package;
• Flexible hours;
• Friendly and engaging professional team.