Customer Success Manager, EQS
German, French, English Speaker
Corporate communications cloud software
Open for applications
Corporate communications cloud software
501-1000 employees
Open for applications
501-1000 employees
Company mission
To create trusted companies through technology that strengthens ethical business practices.
Role
Who you are
- This role is well-suited for someone who takes ownership of customer outcomes, enjoys working cross-functionally, and wants to develop long-term expertise in data privacy solutions
- 2 to 4 or more years of experience as a Customer Success Manager or in a similar client-facing role within a B2B environment, ideally SaaS
- Basic understanding of GDPR and data privacy concepts, or strong motivation to deepen your expertise in this area
- Experience working with SaaS platforms and CRM systems such as Salesforce, HubSpot, or similar tools
- Fluency in English, German, Italian, and Spanish (C1/C2)
- You are customer-focused and commercially aware, with a clear interest in retention and long-term value
- You are organized and autonomous, able to manage a portfolio of customers and prioritize effectively
- You are comfortable using basic usage data and account signals to guide your engagement and actions
- You follow through reliably and keep customers and internal stakeholders aligned on next steps
- You work effectively with Sales, Product, Support, and technical teams to resolve issues and drive customer outcomes
- You communicate clearly, manage expectations, and keep stakeholders informed
- You are open to sharing knowledge and best practices with junior colleagues or new team members
What the job involves
- As Customer Success Manager, Data Privacy Solutions, you will manage a portfolio of customers from onboarding through renewal.
- You are responsible for helping customers realize value from the platform, building trusted relationships, and ensuring adoption and retention over time.
- This is a hands-on, client-facing role suited for someone who enjoys managing multiple customers and driving outcomes through structure and follow-through
- Own a portfolio of Data Privacy customers, acting as the primary point of contact from onboarding through renewal
- Coordinate customer onboarding and initial deployment, ensuring clear milestones, smooth go-live, and early value realization
- Handle day-to-day customer requests via email, portal, or chat, leveraging internal teams when deeper expertise is required
- Drive ongoing product adoption by understanding customer use cases, monitoring usage patterns, and recommending relevant features and best practices
- Build and maintain strong relationships with key customer stakeholders, adapting your engagement style based on customer size, maturity, and needs
- Act as the voice of the customer internally by collecting structured feedback and sharing insights with Product, Support, and other teams
- Support renewals by identifying risks early, aligning internally on renewal strategy, and working with Sales or your Team Lead as needed
- Identify upsell and cross-sell opportunities within your portfolio and ensure they are surfaced and supported appropriately
- Contribute to continuous improvement by sharing recurring themes, customer feedback, and process ideas with the broader Customer Success team
- Your success will be reflected in customer satisfaction, strong adoption, predictable renewals, and long-term customer loyalty
- PRIMARY SUCCESS MEASURES
- In this role, success is measured through core KPIs:
- Retention - Renewal rate and churn across your customer portfolio
- Customer Satisfaction - CSAT and NPS across your customer portfolio
- Product Adoption - Usage and adoption of key features and modules relevant to customer use cases
- Onboarding Effectiveness - Onboarding completion and time to value for new customers
- Expansion Support - Identification and support of upsell and cross-sell opportunities
Our take
With consumers and investors concerned about the environmental and social impact of corporations and governments increasing regulations on carbon emissions and supply chains, businesses now must report on a range of metrics other than the bottom line. Aside from being the right thing to do, mistakes can be extremely costly both in reputation and in fines. Founded in 2000, EQS Group exists to make corporate compliance, investor relations and ESG reporting easier with its cloud-based EQS Cockpit resource.
The EQS Cockpit allows streamlining of a wide range of compliance processes, including relatively obscure matters such as whistleblower protection which have recently cost firms large amounts of money (see for instance Barclays receiving a $15 million fine along with massive reputational damage for failing to protect a whistleblower). In a time when governments such as Germany are increasing compliance requirements on supply chain to deal with the scourge of human trafficking, such a solution is likely to be particularly appreciated.
As expected of a company providing a much needed enterprise service, EQS Group has been in demand in recent years, seeing an almost 20% increase in revenue over 2022 and adding nearly 250 new corporate customers to its books. This growth is continuing, driven by the introduction of the EU whistleblower directive across the EU member states, a new investment from Thomas Bravo and by EQS Group's continuing marketing efforts as it expands into additional markets.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Maxvorstadt, Munich, Germany
Leadership
Achim Weick
(Founder & CEO)Has been CEO of EQS Group since founding it in 2000. Before that worked for HypoVereinsbank and Commerzbank.
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