Senior Customer Success Manager
Posted Updated
Description
- As Senior Customer Success Manager, your mission is to take strategic ownership of a portfolio of enterprise customers and act as a trusted advisor to senior stakeholders across the manufacturing industry.
- You will drive long-term value realization, retention, expansion, and customer advocacy while helping shape how SPARETECH scales Customer Success across our growing customer base
- Own Strategic Customer Outcomes: Take end-to-end ownership of a portfolio of enterprise customers, from handover and onboarding to adoption, executive alignment, renewals, expansion, and long-term value realization
- Act as a Trusted Advisor: Build strong relationships with senior stakeholders and decision-makers, helping customers translate their business priorities into measurable success with SPARETECH
- Drive Retention and Expansion: Identify risks and growth opportunities early, lead proactive success planning, and contribute directly to strong retention, low churn, and sustainable account growth
- Represent SPARETECH Externally: Represent us in strategic customer meetings, customer events, webinars, roundtables, and our own regional meetups
- Lead by Example: Fully dedicate yourself to self-leadership, driving your personal and professional development while strengthening each each colleague in the team
- Shape How We Scale Customer Success: Partner with the VP Customer Success, Product, Sales, and the wider CS team to enhance customer journeys, influence product feedback loops, and build scalable CS practices
- Bring Technical and Industry Curiosity: You build up deep product and manufacturing knowledge, thrive on technical challenges, proactively resolve client issues, optimize product adoption, and ensure seamless integration to drive customer satisfaction and retention
- Understand Manufacturing: Have firsthand experience with manufacturing processes and know the manufacturing industry from the inside
- Think Strategically and Commercially: Can independently manage a complex customer portfolio, prioritize effectively, identify risks and opportunities, and drive initiatives across different stakeholder groups
- Build Executive Relationships: Connect confidently with key decision-makers and executive sponsors, run strategic conversations, and are willing to travel 2-4 times per month to strengthen customer partnerships and build a vital customer community in the DACH region
- Speak Fluently: Are proficient in both German and English
- Bring Senior CS Experience: Have 4-7 years of Customer Success experience in B2B SaaS, ideally with enterprise customers in complex, technical, or manufacturing-related environments. You understand process design, CS models, customer segmentation, retention levers, expansion motions, and how to drive measurable customer value in a high-growth SaaS environment