About the job
About You
As an Enterprise Customer Success Manager (CSM), you possess a deep passion for fostering and maintaining fruitful relationships with customers, ensuring they derive maximum value from our platform and partnership. Your history of success is evidenced by a stellar track record of nurturing satisfied, referenceable clients.
You excel at acting as the primary liaison between customers and internal teams, adeptly establishing clear and measurable success criteria, driving the adoption of best practices to enhance ROI, and educating clients on new or upcoming features that could facilitate cross-selling or upselling opportunities. You are proactive in anticipating challenges, de-escalating issues with scalable solutions, and maintaining a feedback loop for key product improvements.
In this role, you will leverage the following skills
- Over 2 years of experience in a Customer Success Management role, complemented by 5+ years in enterprise SaaS product support environments.
- Fluency in English and German is essential.
- Proven expertise in cultivating executive-level relationships (including with CISOs and CIOs) at Fortune 500 companies, ensuring an exceptional overall customer experience (measurable via health scores, account retention/growth rates, and percentage of referenceable clients).
- Proactive approach with the ability to quickly synthesize inputs from various functions (Support, Product, Engineering) into effective solutions and a clear customer narrative.
- Strong interpersonal skills aimed at building and maintaining customer trust while effectively resolving issues.
- Excellent analytical and organizational capabilities, particularly in understanding and assessing the financial return or ROI on customer investments.
- Exceptional written, verbal, and presentation skills, facilitating effective communication across all organizational levels, both internally and externally.
- Demonstrated ability to introduce and review new product features and best practices while following up with customers to drive platform adoption and engagement.
- Robust technical troubleshooting skills (previous support or solutions engineering experience preferred) and the capacity to collaborate effectively within a product support team.
- Familiarity with internet and networking technologies and products, including email security solutions.

