Customer Success Manager, DACH

About the Team: 

As we evolve our customer experience at Digital.ai, Customer Success Managers (CSM have become an integral way in which we engage with our customers. This is an opportunity to bring your experience to a seat at the table and drive the adoption of standard methodologies on the customer success team and across the company. 

What will make you successful: 

You truly love helping customers, and you’re passionate about solving the day-to-day challenges that inevitably come up with all customers. You’re also not afraid to have a difficult conversation with a customer – those are some of the most meaningful qualities that you’re going to have. Lastly, have a growth mindset. We need someone who actively looks for opportunity to upsell based on the excellent experience that the customer is getting. 

What you will do:

The Customer Success Manager is responsible for leading the entire customer journey from the moment a new customer comes on board. This entails the critical on-boarding process (training, running implementation), through the maintenance phase and relationship building (cadence calls, EBRs, reactionary support), to renewal and upsell encompassing (but not limited to) Germany, Austria and Switzerland.

• The Customer Relationship – you will be the first person the customer will think of to call 
• Trusted Advisor - an extension of the customer’s team. Customers will look to you for mentorship on everything to do with their desired outcomes 
• Onboarding/Implementation project management – Each new customer is a new project that needs oversight 
• Cadence calls – once a customer is onboarded, we need to keep in regular contact with daily users to make sure desired outcomes are being met 
• Executive Business Reviews – meeting with key partners 
• Renewal – customer success is ultimately responsible for the renewal. If you’re doing the job accurately, the renewal should never be in question. You’ll open the renewal conversation and route it appropriately 
• Upsell – identifying customer buying signs and recognizing when a customer needs to buy additional licenses or products. You will hand those opportunities to the sales team to close 
• Cross Function - Work with our product and marketing teams to ensure harmony in communication 

What you will bring:

• Bachelor’s degree or equivalent 
• At least 3 years in a customer facing role (customer success, sales, etc.) working with B2B enterprise customers
• Project management driving onboarding and implementation
• Experience running a book of Fortune 2000 customers (preferred)
• Experience working at a software company (technical interface role preferred)
• An understanding of CRM tools like Salesforce, Gainsight, Zendesk, etc.
• Knowledge of Value Stream Management (Agile, DevOps, Security preferred) 
• Proven knowledge of agile and lean methods from the team to enterprise level 
• Location: Germany working remotely, or Vilnius, Lithuania working in our local office

What’s Next?

If you’re excited about this opportunity and believe you have the experience and drive to succeed, we’d love to connect. Apply today and let’s talk about how you can join us in redefining digital transformation for enterprises across the globe.

Digital.ai offers phenomenal benefits such as:

• Paid Time Off 25 days per year
• Comprehensive pension plan
• Unlimited access to continuous learning and professional development with TalentLMS 
• Flexible working arrangements
• Opportunity to work with a diverse, globally distributed team

At Digital.ai, we believe in fostering a culture of pay transparency. We are committed to providing our employees with fair and competitive compensation. The current salary range for this specific job is estimated to be €75,000-95,000, plus commission. Please note that final compensation will be determined based on factors such as qualifications, experience, and internal equity. We value transparency and aim to create an inclusive and equitable workplace for all our employees. Certain positions at Digital.ai might also be eligible for additional compensation in the form of bonuses, or other employee benefits which are separate from the base salary and to be defined at offer stage. 

All are welcome to apply.  We maintain compliance with federal, state, and local laws that prohibit employment discrimination on the basis of age, race, color, gender, identity, gender expression, sex, pregnancy, national origin, ancestry, religion, physical or mental ability, medical condition, sexual orientation, marital status, citizenship status, protected military or veteran status, and all other protected classifications. We welcome everyone and believe that diversity is the foundation of innovation.

For individuals with disabilities who would like to request accommodation, please advise us within your job application or cover letter.

FRAUD PREVENTION ALERT: please note that Digital.ai does not use third party recruiters. In our efforts to protect you against impersonation please check the email address or if you are contacted by an unfamiliar/third party requesting please reach out directly to Digital.ai.