Customer Success Manager (m/f/d)

As a Customer Success Manager at SoSafe, you'll own a book of business, focusing on building relationships and delivering exceptional customer value with our cybersecurity product suite. Your role will involve advising on security awareness, managing campaigns, negotiating renewals, and ensuring our customers meet their goals.

Candidates for the Customer Success Manager position at SoSafe should have at least 2 years of relevant experience, exceptional written and verbal communication skills in English, and a strong understanding of SaaS environments. Experience in managing commercial negotiations and overseeing multiple stakeholders is also essential.

At SoSafe, Customer Success Managers enjoy a comprehensive benefits package, including flexible working hours, 33 vacation days, state-of-the-art technology, annual company events, private healthcare, and opportunities for continuous learning and development.

The work culture at SoSafe is vibrant, collaborative, and innovative. As a Customer Success Manager, you'll work in a supportive team environment that values diversity, encourages professional development, and allows you to make a real impact in the field of cybersecurity.

Yes, SoSafe provides flexible working options. Customer Success Managers can work from our co-working locations in Dublin, Munich, London, and other cities, or join the team at our offices in Cologne, Amsterdam, Berlin, Paris, or Lisbon.

SoSafe supports employees' professional growth through various initiatives such as a learning and development allowance, mentorship opportunities, and regular team events designed to foster innovation and skill enhancement, especially for Customer Success Managers.

The mission of a Customer Success Manager at SoSafe is to ensure customer satisfaction and retention by proactively assisting clients in achieving their cybersecurity goals, thereby driving growth and building long-lasting relationships.

To build relationships as a Customer Success Manager, I prioritize open communication, actively listen to customer needs, and provide tailored solutions that demonstrate empathy and understanding of their unique challenges.

When faced with an unsatisfied customer, I first listen to their concerns without interruption, acknowledge their feelings, and present an action plan to resolve their issues, showcasing my commitment to their success.

In my previous role, I actively monitored customer accounts to identify opportunities for upselling while ensuring that they received consistent value. This led to a 20% increase in renewal rates through tailored engagement strategies.

Success in a Customer Success Manager role can be measured through customer satisfaction scores, retention rates, and the ability to foster account growth through upsells and increased engagement with our products.

I have worked closely with cybersecurity tools that emphasize user training and engagement. This background has fortified my understanding of security protocols and improved my ability to convey complex information to clients effectively.

I prioritize tasks by assessing urgency, customer needs, and alignment with our business objectives. Utilizing project management tools, I can allocate time efficiently across multiple clients without compromising quality.

I once spearheaded a security awareness campaign that led to a 40% increase in employee engagement with our products. This success was achieved by tailoring the campaign messaging based on user feedback, which proved the importance of understanding the audience.

I find CRM tools like Salesforce or HubSpot incredibly valuable for tracking interactions, managing data, and scheduling follow-ups. These tools help keep customer information organized and accessible for targeted engagement.

I gather feedback through periodic surveys, direct conversations, and feedback sessions post-campaigns. Analyzing this feedback allows me to understand customer needs better and drive improvements in service delivery.

My motivation lies in fostering client success and making a tangible impact in cybersecurity. At SoSafe, I am particularly excited to contribute to creating a safer digital environment while ensuring our customers derive maximum value from our solutions.