Senior Customer Success Manager, LiveEO

• This role requires proven experience working in a fast-paced startup environment with focus on advocacy and delivering value to SaaS customers
• At least 3 to 5 years of experience in Customer Success, account management or similar in a SaaS environment
• Experience in managing the full customer journey incl. discovery, business reviews, value mapping & realisation
• A “Voice of the customer” mindset with a strong proactive approach and a hands-on attitude to get things done
• Strong analytical and problem-solving skills, proactive work style and ability to work independently
• Proven ability to thrive in fast-paced, ambiguous environments where priorities and products evolve rapidly
• Entrepreneurial spirit and excitement about being part of a startup where your input will directly shape the product and company trajectory
• Strong communications and presentations skills
• Willingness to travel to customers
• Experience handling international customers
• Working proficiency in English

Desirable

• As a (Senior) Customer Success Manager, you’ll be the customer’s advocate and partner, ensuring they realise the full value of our solutions by owning the customer lifecycle and driving adoption, retention, and growth
• You’ll play a critical role in onboarding, retaining, and expanding accounts while creating an exceptional customer experience
• You also work with leadership to help evolve CSM engagement models
• Build and maintain strong, long-lasting customer relationships with our customers, acting as their primary point of contact
• Onboard and train new customers and ensure they are set up for success and smooth product adoption
• Create onboarding material with our product teams as required
• Engage proactively, track customer KPI, anticipate and manage risks
• Identify up-/cross-selling opportunities and co-own expansion with sales
• Build up domain and product knowledge to act as your customer’s trusted advisor
• Work closely with sales and other roles across the company to make your customers successful
• Create tailored success plans aligning our product’s capabilities to customer business objectives to generate value
• Act as Voice of the Customer, provide escalation support and provide ongoing feedback on product improvements to product teams