Customer Success Manager (m/w/d)

Position Overview:

As a Customer Success Manager, you will play an essential role in helping our EMEA scaled & digital segment of customers adopt, integrate, and optimize the Conductor platform to meet their business objectives. Your primary responsibility is to support a portfolio of customers, nurturing relationships, and ensuring they achieve measurable success through the Conductor platform. This role provides a perfect entry point for those with 1 year of experience in customer success, account management, or a client-facing role in enterprise SaaS.

Key Responsibilities:

• Onboarding & Training:
• • Guide customers through a scaled onboarding motion - creating a success & training plan with 1:many training resources, providing ad-hoc training to customers to ensure they can use the product to support their intended use cases.
• Product Expertise:
• • Quickly build expertise in Conductor’s platform, becoming well-versed in its advanced capabilities, features, and integrations.
  • Stay on top of new product updates. Communicate product updates to customers using scaled resources or platform enablement calls/workshops (delivery mechanism based on Customer segment).
• Usage & Adoption:
• • Manage Scaled & Digital segments of customers using data to identify usage trends, risk signals, etc.
  • Monitor customer usage data to ensure optimal platform engagement. Identify trends and opportunities to drive deeper adoption of Conductor’s features.
  • Engage customers with proactive communication, helping them leverage underutilized features and expand their use of the platform to achieve greater success.
• Feedback & Continuous Improvement:
• • Collect feedback from customers on their platform experience and overall satisfaction. Collaborate with internal teams (Product, Support, Sales) to address concerns and improve the platform based on client needs.
  • Serve as the voice of the customer, ensuring customer feedback is integrated into product development discussions and platform enhancements.
• Learning & Development:
• • Actively participate in ongoing learning opportunities, including Conductor training programs and industry certifications, to stay current with best practices in marketing, SEO, and customer success.
  • Leverage internal learning resources and external industry trends to enhance your skills and improve the client experience.

Qualitative Skills & Characteristics:

• Industry Understanding & Customer Empathy:
• • Build a foundational understanding of the marketing technology and SEO landscape. Quickly grasp key industry concepts to effectively communicate with clients.
  • Demonstrate a strong customer-first mindset by actively listening to client concerns, providing thoughtful solutions, and prioritizing their success.
• Drive & Initiative:
• • Take ownership of your client relationships, proactively identifying areas for growth and improvement.
  • Exhibit a proactive approach to challenges, consistently seeking ways to improve customer outcomes and ensure long-term client retention.
• Strategic Thinking & Problem-Solving:
• • Develop strong analytical skills to understand customer goals, pain points, and business metrics. Work strategically to align Conductor’s platform to address client needs.
  • Utilize data and platform insights to make recommendations that drive measurable results for clients.
• Teamwork & Collaboration:
• • Partner effectively with internal teams, including Sales, Product, and Support, to ensure a cohesive and seamless customer experience.
  • Collaborate with peers and colleagues across departments to share best practices, contribute to process improvements, and deliver value to clients.
• Cultural Fit:
• • Align with Conductor’s core values, promoting a collaborative, innovative, and customer-centric culture.
  • Contribute positively to the company’s culture by embodying a solution-oriented and growth-focused mindset.

Quantitative Skills & Metrics:

• Book of Business Management:
• • Efficiently manage a book of clients, ensuring they are engaged with the platform and see clear value in their subscription.
• Platform Health Attainment:
• • Drive platform adoption within your cohort, achieving a usage attainment rate of 100%+ by encouraging clients to engage with key features and workflows.
• True Renewal Rate & Upsell
• • Achieve renewal and upsell targets through delivering a best-in-class customer experience, driving product adoption, and sourcing upsell leads.

Qualifications:

• Experience:
• • Minimum of 1 year of experience in an external-facing role within an enterprise SaaS or technology-driven organization.
• Technical Proficiency:
• • Strong ability to learn and master new technologies, particularly SaaS and digital marketing platforms.
• Marketing Knowledge:
• • Basic understanding of SEO, content marketing, and digital marketing concepts with a strong interest in learning and developing expertise in these areas.
• Communication Skills:
• • Business fluent in English & German 
  • Exceptional written and verbal communication skills, capable of conveying complex ideas and technical information clearly and persuasively.
• Problem-Solving & Analytical Thinking:
• • Strong analytical and critical thinking abilities with a solution-oriented approach to addressing customer needs.
• Adaptability:
• • Proven ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do. We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles. Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor.

Conductor GMBH is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs. 

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.