Customer Success Manager (m/f/d)

Permanent employee, Full-time · Stuttgart / Remote

Location

Stuttgart/Remote

Your mission

The Customer Success Manager (CSM) for the Enterprise Growth Team is responsible for ensuring seamless onboarding and driving user adoption of Conceptboard for new and existing customers. The CSM works directly with customer stakeholders, particularly service owners and team leads, to ensure the software delivers measurable value by fostering collaboration, enhancing workflows, and improving team productivity. Reporting to the Growth Team Lead - Enterprise and collaborating with Account Managers and marketers, the CSM plays a pivotal role in ensuring customer success, satisfaction, software adoption, and retention.

Onboarding Management

1. Lead the onboarding process for new customers, ensuring a smooth and efficient handoff from the sales team.
2. Collaborate with service owners and team leaders to understand their goals, workflows, and desired outcomes with the software.
3. Customize onboarding plans to align with the customer’s specific needs, ensuring optimal software configuration and deployment.
4. Deliver personalized onboarding experiences, including setup assistance, training sessions, and step-by-step guidance.
5. Develop comprehensive self-learning resources, including interactive boards, engaging videos, and informative articles, to effectively support users in their learning journey.
6. Drive software adoption by delivering training programs, enablement resources, and tailored workshops and webinars for diverse user groups.
7. Work closely with team leads to embed the software into daily workflows, improving collaboration and productivity.
8. Monitor usage analytics and engagement metrics to identify adoption gaps and proactively address them.
9. Provide actionable recommendations to maximize user engagement, ensure alignment with customer goals, and drive ROI.

Customer Success Enablement

1. Act as a trusted advisor to customers, helping them unlock the full potential of the visual collaboration platform.
2. Regularly review customer progress against success milestones and adapt strategies to ensure continuous improvement.
3. Keep customers informed of new features, integrations, and best practices, enhancing their overall experience.
4. Advocate for customer needs by sharing feedback with internal teams, including product, marketing, and support.
5. Partner with Account Managers to provide insights that inform expansion opportunities and renewal discussions.
6. Collaborate with the marketing team to develop case studies, testimonials, and user success stories.
7. Align with the product team to prioritize feature requests and enhancements that address customer needs.
8. Contribute to team strategy sessions by providing insights from the onboarding and adoption phases.

Customer Health Monitoring

1. Track customer health metrics such as time-to-value, active users, and adoption rates.
2. Proactively identify potential risks and implement strategies to mitigate churn.
3. Provide regular updates to the Growth Team Lead on customer progress, health status, and key insights.

Your profile

Education:

1. Bachelor’s degree in Business, Communication, or a related field (or equivalent experience).
2. Excellent proficiency in German and English, both written and spoken.

Experience:

1. 3+ years of experience in Customer Success, Onboarding, or User Adoption roles, ideally in SaaS or collaboration software environments.
2. Proven track record of driving user adoption and delivering measurable value to diverse customers.

Skills:

1. Outstanding communication and interpersonal skills, capable of engaging both technical and non-technical stakeholders.
2. Strong organizational abilities and proficiency with online tools to manage multiple onboarding projects concurrently. Experience with visual collaboration tools is an advantage.
3. Proficiency in delivering engaging, interactive training sessions and creating effective enablement materials.
4. Data-driven mindset to analyze customer usage patterns and develop actionable insights.
5. Familiarity with customer success tools (e.g., Zendesk, Confluence, Jira) and CRM platforms (e.g., Pipedrive).

What you can expect of us

1. Flexibility – Enjoy extensive freedom regarding your workplace (Mobile Office, Home Office, and In-Office) and tailor your working hours to suit your needs.
2. Autonomy – Take advantage of the opportunity to work independently and responsibly, supported by a flat hierarchy and short decision-making paths.
3. Internationality – Work in a global team that values and promotes cultural diversity. Our international network allows you to connect worldwide.
4. Team Spirit – We know how important in-person meetings are for strengthening team spirit. Therefore, we regularly organize events at various locations. #Workation #SocialHubDay
5. Competitive Compensation – Receive an attractive salary package and 30 days of vacation per year.
6. Employee Benefits – Take advantage of a wide range of discounts through our external Corporate Benefits Partner.

Conceptboard Cloud Service GmbH is a leading European cloud company with over 1 million customers. Based on a deep understanding of technology and remote collaboration, we see ourselves as a driver of market-changing innovation. With Conceptboard, the eponymous flagship service, the company develops and markets the largest online visual collaboration service in Europe.