Customer Success Manager, UpSlide

• +2 years of experience in B2B customer success or a related field
• Technical aptitude
• Strong problem-solving and analytical skills
• Interest in leveraging data, analytics, and automation to drive ROI
• Strong team player mind, always looking for ways to contribute but also manages well independently
• Proficiency in Microsoft Office (especially PowerPoint)
• Excellent written and verbal communication skills in English and German
• An eye for detail

Desirable

• The Berlin office currently has 4 dynamic individuals, but you’ll also be joining a global community of over 20 CSMs. Your mission is to ensure our clients use our tool, are satisfied, and renew their contracts
• Team members: Helen, Gonzalo, Vincent, and you!
• Theo, your future manager, will mentor you to help you achieve your goals
• Build and nurture strong relationships with key stakeholders within customer organisations, becoming a trusted business advisor
• Training new users to ensure they can use all the UpSlide features effectively
• Master and enrich your client knowledge and UpSlide product knowledge to be your clients’ go-to source of knowledge and advice
• Establish clear retention goals and process milestones for the client and collaborators to work toward
• Deliver engaging and thorough training sessions to clients to ensure great adoption
• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organise webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide’s benefits and value across the client’s business
• Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities
• Lead workshops with our Product team to represent your clients’ voice
• Analyse your clients’ usage statistics to boost usage through training sessions, webinars, etc
• Collect and process customer feedback through surveys
• Optimise existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organise events to promote UpSlide
• Work with your manager and team to continually uplevel our white-glove services, offerings, and scalability
• Here is what the sales funnel looks like at UpSlide:
• Business Development Representatives: Client prospection
• Account Executives: Contract signing and renewal signing
• Consultants: Tool implementation and training (for smaller clients)
• Customer Success Managers: Training, adoption, client satisfaction, account expansion, and long-term relationship nurturing
• Our Goal - what you will be assessed on:
• Net retention rate (NRR)
• Churn rate
• We strongly believe in helping our employees grow within the company and have built a clear career path

• First interview with Andrea, Talent Acquisition Specialist [45’]
• Video interview Helen, Consultant [45’]
• In-person case study review with Theo, Country Manager Germany [60’]
• Final video interview with Aurore, Deputy CEO [30’]
• We'll conduct a reference check to learn how to help you thrive!
• On average our process lasts 3 weeks