Senior Customer Success Manager (m/w/d)

About the Position

Senior Customer Success Manager (m/w/d)

Location: Würzburg, Bayern, DE

Employment Type: FULL_TIME

Salary: 40.000 - 54.000 € pro Jahr

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About the Role

As a Senior Customer Success Manager at snapAddy, you will ensure that our most important customers are successful with our products in the long term, from onboarding to strategic partnership expansion. You will manage demanding accounts, act as a sparring partner at the decision-maker level, and share your knowledge with the team. You will also shape how Customer Success functions at our company. If you think strategically, enjoy hands-on work, and work with modern tools, you will fit perfectly with us.

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Responsibilities

• Manage our strategically important customers independently and be their trusted point of contact at all levels, from users to management.
• Communicate proactively with your customers, develop joint success plans, and conduct regular business reviews to help them achieve their business goals.
• Identify churn risks early and initiate appropriate measures to retain customers.
• Identify upsell and cross-sell potentials and expand existing customer relationships in a targeted and sustainable manner.
• Design customer projects and customer outreach with the support of modern AI tools, from the initial contact to individual project planning.
• Use AI in your daily work to become more efficient, for example, for automatic summaries of your customer meetings and the evaluation of customer feedback and usage data.
• Develop training materials and conduct training sessions and workshops to help your customers get the most out of our products.
• Work closely with Sales, Support, and Product teams, and incorporate customer feedback so that it flows back into the product.
• Develop our Customer Success processes, playbooks, and best practices, and actively shape the further development of the department.
• Support and coach colleagues, especially newcomers, and share your expertise within the team.
• Monitor relevant KPIs such as retention, usage, and expansion, and measure the success of your customers data-driven.

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Required Skills

• Several years of professional experience (ideally 5+ years) in Customer Success, Account Management, or a comparable customer-facing role, preferably in the B2B-SaaS environment.
• Experience in managing larger or complex customers and confident communication with decision-makers and stakeholders at the management level.
• An open, self-confident personality with high intrinsic motivation.
• Excellent communication skills to communicate with customers at all levels.
• Strategic and data-oriented thinking, experience with KPIs and reporting.
• Interest in digital solutions and a good technical understanding.
• Openness to AI tools and the willingness to use them to make your daily work more efficient.
• Very good German and good English skills.
• Ideally, a degree or studies in Business Informatics, Communication, Economics, or Humanities. Lateral entrants with relevant experience and the right mindset are also welcome.

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Nice to Have

• B2B-SaaS
• Digital Solutions
• AI Tools
• KPIs
• Reporting

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We Offer

• Your own exciting area of responsibility that you can drive forward independently.
• Work in a rapidly growing and successful tech startup with flat hierarchies and a motivated and dynamic team.
• If you work with us on-site in Würzburg:
  • Work with the latest technologies in our top-equipped 950 m² office in downtown Würzburg.
  • Comfortable home office arrangement: 2 days in the office - 3 days remote.
  • Free drinks, muesli bar, and many team events.
  • Regular and free massage offers directly in the office.
• Strong employee discounts at many retailers, service providers, and online shops.
• Your own "JobRad" after the first year with us.
• The best colleagues in the city.

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About the Company

snapAddy develops Software-as-a-Service to digitize the world of sales. With our products, we help companies automatically capture contacts and leads at trade shows and in everyday life. In this way, we reduce the unnecessary and cumbersome work of manually entering contacts and improve the data quality in CRM systems. Our software solutions are very popular and are currently used productively by more than 4,000 customers: from start-ups to medium-sized companies to DAX corporations.

Since its founding in 2015, the successful technology start-up has grown to a team of over 110 international employees. Our mission is to become the world's leading company that automatically keeps CRM systems up-to-date and offers the best quality way to capture contacts and leads.