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Customer Success Manager - Germany

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Insider

Berlin, Germany

Hybrid

Full-Time

Calm

Summary

Responsibilities

Serve as the main point of contact between clients and Insider.
Understand client needs and match them with appropriate products and features.
Monitor client adoption of technology to ensure optimal use.
Collaborate with engineers and product specialists to provide tech support.
Develop and maintain key account plans to identify opportunities for added value.
Provide feedback on market trends and client needs.
Establish a trusted adviser relationship with clients.
Develop strategies for clients to meet their objectives and resolve issues.
Contribute new product ideas to influence product roadmap.

Requirements

University degree in Business, Marketing, Engineering, or related fields.
Digital marketing experience in a customer-oriented position.
Ability to build strong relationships with clients, particularly at the executive level.
Strong oral and written communication skills with a positive demeanor.
Self-motivated with a passion for technology and client relations.
Project and time management skills with attention to detail.
Ability to work in a fast-paced startup environment.
Understanding of basic web concepts and digital marketing principles.

Benefits

Apply Now

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Full Details of Job Post

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.

Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.

When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargons. But, let’s be honest, nothing says more than the real experience, right? So we asked our team to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.

Job Description

You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
Help our clients understand their needs and which of our features and products best match their goals and expectations
Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap

What we expect from you?

A university degree in Business, Marketing, Engineering, or related fields
To have, to some extent, digital marketing related experience in a customer-oriented position
Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
Be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our clients
Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance Superior project and time management skills. A keen eye for detail is a plus!
Passion for testing, measuring and improving outreach and follow up effectiveness
The ability and flexibility to work in a fast-paced startup environment
Solid understanding of basic web concepts and digital marketing.

Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)

a chance to work in an international, diverse, and inclusive environment,
access and opportunity to gain a limitless network all over the globe,
a chance to become a Shareowner with the "Shareowner System" that we offer to all Insiders who meet certain criteria,
to be part of an industry that’s shaping the future of customer experiences
competitive compensation packages,
access to many hard and soft skills pieces of training to help you improve and challenge yourself,
weekly training on our Sales University where we host industry leaders,
access to Udemy’s business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge,
space to share your skills, and even deliver pieces of training and workshops if you wish. Sharing is caring!
the infamous team activities that are bursting with fun,
no Dress Code!

Was this position made for you?

So let’s talk! We’re curious bugs and can’t wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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