DACH Enterprise Customer Success Manager

• As an Enterprise Customer Success Manager for the Dach region, your primary mission is to ensure that our most strategic Dach customers are achieving meaningful, measurable outcomes with ControlUp, and that the right people within their organization are aware of and aligned with that value
• What you own is the customer’s success: their adoption, their results, and their confidence that ControlUp is delivering on its promise
• You will also be responsible for proactively identifying risk in your accounts — whether related to adoption, engagement, satisfaction, or environment health — and for taking ownership of escalating and driving resolution before those risks become problems
• You will serve as the primary quarterback for your portfolio, with access to any resource or subject matter expert you need from Support, R&D, Marketing, and Management to drive that success
• Manage the full lifecycle of a portfolio of enterprise customers
• Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. When risk surfaces, you don’t hand it off; you lead the response, coordinate the right internal resources, and stay accountable until it is resolved
• Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption, because unrealized value is a risk to the relationship, not just a missed commercial opportunity
• Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor
• Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI
• Work closely with sales, marketing, product, and other departments on customer requirements
• Be a customer advocate and the voice of the customer within ControlUp
• Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users
• Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value
• You will not be responsible for structured product training, though you will be expected to know the product deeply — every component of the ControlUp suite — and fluently guide customers on how different capabilities can serve their goals
• You will not be responsible for single-handedly executing technical implementation, but you will own it as a project manager — coordinating resources, keeping things on track, and ensuring successful outcomes
• You will not be responsible for troubleshooting issues, but knowing when and how to point a customer in the right direction (a relevant KBA, the right support contact) will quickly set you apart

Benefits

• Medical, Dental and Vision: Health benefits begin on the first day as a team member. We offer several plans to choose from to fit your individual or family needs. ControlUl will pay a portion of your monthly cost
• 401k Retirement Benefits: For every dollar you contribute up to 4% of your compensation, ControlUp will contribute 50 cents per dollar. No long waiting periods to receive this benefit - enroll after your first paycheck
• Employee Stock Options: Employee Stock Option plans (ESOP) are offered to all employees after 90 days of employment
• Life Insurance and Voluntary Benefits: 100% company-paid $100K life insurance policy. Also, we offer voluntary benefits such as short and long term disability, supplemental insurance, and AD&D
• Hybrid Work: Enjoy working from one of our four offices around the globe or from the comfort of your home
• Professional Growth: We entrust our team members to carve out their path at ControlUp. There are no limits to the opportunities and growth at ControlUp
• Company Trips and Events: We host several company events and activities (virtual and in person) every year. Additionally, ControlUp hosts an annual, all-expenses paid company trip
• Dog Friendly: Work alongside your furry friends to create a more relaxed and homey work environment
• Flexible Time Off: We offer a generous flexible time off policy. In addition, employees receive six paid sick days. ControlUp closes for 10 company paid holidays (varies per year)

• You are, at your core, a trusted advisor and outcome owner — not a salesperson. The best CSMs here are motivated by the genuine success of the customers they serve, and energized by helping senior IT leaders and executive stakeholders see and articulate the value ControlUp delivers. If that’s what drives you, you’ll thrive here
• You’re a strong leader and project manager, comfortable guiding senior IT professionals, executive stakeholders, and business unit leaders through our customer lifecycle methodology and value pyramid conversations
• We’re looking for a strong communicator and natural leader who takes initiative, collaborates well, and is always looking to grow
• You’re highly organized and disciplined about where you spend your time. Knowing where not to focus matters as much as being able to prioritize your top accounts
• Experience in an EUC or similar software company (Ideally startup / SaaS experience)
• Strong written and verbal communication skills; ability to translate product usage and technical outcomes into business value narratives that resonate with executive and business stakeholders — not just technical audiences
• High-level fluency in English (both written and spoken); other languages are a plus
• Native German speaker with excellent communication skills
• Proven experience in building multi-threaded stakeholder relationships in Fortune 100 companies
• Exceptional attention to detail, accuracy, proactivity, and the ability to anticipate needs
• Critical thinker, generally curious, problem solver
• Excellent organization, note-taking, project management, and time management skills
• Positive attitude and very customer-centric; always willing to put the customers’ needs first
• Experience with the MEDDICC/MEDDPICC framework
• Experience with the German C5 certification process is a huge plus
• Previous experience in SaaS and/or IT space
• Working knowledge of VDI – Citrix \ VMware virtualization solutions
• Experience with Outreach.io, Chorus, Salesforce, Slack, Splunk, Zoom, Clari, Confluence, and/or EverAfter