Customer Success Manager at Brainloop

Position Overview:   

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.  

As the key contact point for the customer relationship on Diligent products. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction. 

Key Responsibilities   

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;   
• Seamless project management through all phases of the customer relationship, including managing the users of Brainloop's applications; the Board Directors and Corporate Executives.   
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Brainloop's products and services to then be passed to the Expansion Sales team.  
• Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.   
• Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.  
• Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products  
• Ability to successfully manage multiple clients and products in an organized and meticulous manner  
• Ability to step in and assist with Director, Customer Success responsibilities when needed to assist the team and to report up to the management  
• Act as liaison between multiple internal teams (services, sales operations, marketing, and sales)  
• Assist in coaching, mentoring, and talent development of the broader Customer Success team.  
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Required Experience/Skills   

• 3-5 years of experience required  
• Fluency in both German and English is required for effective communication across international teams and clients.
• Track record of over-achieving quota   
• A passion for collaboration and a deep understanding of the technology involved in SaaS.  
• Excellent Project Management expertise and experience.  
• Outstanding communication skills, both written and verbal.  
• Strong Presentation skills and experience working with C-Level Executives and Directors.  
• Strong technical focus and detailed knowledge of Microsoft Office Applications.  
• Superb personal organizational skills to ensure all client commitments are met.  
• Customer focused.  Able to deliver extremely high levels of customer satisfaction. 
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges.  
• Reasonable travel required