Senior Customer Success Manager (m/f/d)

YOUR CHALLENGES & OPPORTUNITIES

• Proactively manage a portfolio of high-touch customers.
• Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues.
• Develop trusted advisor relationships with key stakeholders and executive sponsors.
• Work closely with stakeholders, including product managers, developers, and executives, to align customer success initiatives with overall business objectives.
• Understand customers’ business goals, needs, and priorities.
• Develop and execute strategic plans for successfully implementing and adopting cloud solutions or PaaS applications.
• Identify potential risks and develop mitigation plans to ensure the successful delivery of projects.
• Develop customer-specific success plays (and plans) to ensure value realization, customer satisfaction, and retention.
• Effectively communicate product evolution to our customers.
• Advocate for customers’ needs and influence product roadmaps by providing insights into customer experiences and feedback to the product management team.
• Establish a continuous feedback loop with customers to gather insights on the usability and effectiveness of the implemented solutions, driving continuous improvement.
• Collaborate closely with technical and cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to streamline communication and enhance service delivery, ensuring customer requirements are met successfully.
• Translate customer requirements into clear, actionable tasks for technical teams (support, product, services, etc.), ensuring that customer goals are understood.
• Act as an escalation channel for inquiries outside the scope of the Support License Agreement (SLA) in a timely and productive manner.
• Utilize a good understanding of our product features and technical capabilities to propose solutions that address specific customer challenges, ensuring alignment with technical standards and practices.
• Identify new expansion opportunities and align with cross-functional colleagues to convert on up-sell, cross-sell services & training.
• Onboard new team members and coach junior team members.
• Drive new ideas and processes.
• Maintain a solid understanding of the latest industry trends, product updates, and technical enhancements to provide knowledgeable support and guidance to customers.
• This role requires mostly virtual communication with clients, but you’re up for some travel to customer sites every now and then (0-40% of the time).

OUR EXPECTATIONS & QUALIFICATIONS

• You have profound and hands-on experience in key CSM activities such as sales handover, onboarding, implementation, business reviews, renewals, and evangelism.
• You have a proven ability to collaborate and build strong relationships with customers’ business stakeholders, especially at the project and executive levels.
• You possess exceptional oral and written communication skills, experience in project management  exemplary attention to detail and follow-through, and a strong aptitude for expectation management.
• You have a minimum of 3-4 years experience in the commerce space or working within the ecommerce ecosystem (e.g. payments) with a track record of developing customers.
• You have at least 5+ years of previous experience as a Customer Success Manager or Account Manager.
• You are comfortable discussing technical topics and can relay customer requirements to internal and external stakeholders.
• You must have experience with working with large complex “Enterprise” customers
• You have a proven ability to solve complex problems confidently and calmly.
• You are value-driven and passionate about ensuring customers reach their business goals by leveraging our Spryker platform.
• You demonstrate proven resilience, grittiness, and a solution-focused mindset to manage a demanding customer portfolio and de-escalate critical situations.
• You are familiar with agile program management methodologies, enabling flexibility and adaptability in project execution.
• You have a passion for digital and sophisticated, complex business models.
• Fluency in German at professional / native level
• Fluency in English at professional level as a minimum
• You strive for innovation and are curious and passionate about anything AI and automation-related.
• Experience in QA as a product owner, product manager, or solutions engineer is a plus

SOUNDS LIKE YOU?

Do you get excited about all of the above? Our hiring manager, Sophie, is looking forward to you joining the team! Apply now, and let’s talk! #LI-Remote

ABOUT SPRYKER

Since 2014, Spryker has been enabling sophisticated digital innovation and helping global enterprises differentiate with its composable commerce platform. Its leading headless, API-first, enterprise-ready architecture is loved by organizations, developers, business buyers, and digital commerce executives worldwide. As a global leader for modern digital commerce, Spryker enables companies to become pioneers in Enterprise Marketplaces, B2B Commerce, and IoT Commerce. Spryker has empowered 150+ companies across the globe to future-proof their businesses and is trusted by brands such as Ricoh, Siemens, Daimler, BOSCH, ZF, Hilti, and ALDI. Spryker has a double-digit billion GMV on behalf of its global enterprise customer base and is backed by world-class investors such as TCV, One Peak, ProjectA, Cherry Ventures, and Maverick Capital.

Spryker is taking new markets by storm. We are expanding across continents to offer clients the most flexible and agile enterprise B2B commerce platform on the market through a unique, value-based sales and ecosystem-led approach. This requires a special mindset, relentless human effort, and lots of collaboration within the team, which is proudly called the Spryker Herd.
Learn more at: www.spryker.com

REASONS TO JOIN SPRYKER

HERD STATEMENT