Customer Success Manager (DACH)

Customer Experience · Remote/Belfast, Belfast
Department Customer Experience
Employment Type Full-Time
Minimum Experience Experienced
Compensation Competitive salary + benefits

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Job purpose

The Customer Success Manager (CSM) is a key role within Synergy Learning, responsible for building, managing and supporting our customer base in the DACH region.

As the primary point of contact for our customer’s technical and business needs, the CSM will be responsible for driving customer success and retention initiatives that will increase customer satisfaction, drive product adoption, and maintain customer satisfaction.

This includes working closely with the Customer Experience team to understand customer needs and solve problems. They also work closely with the sales and support teams to develop a positive customer experience that drives revenue growth.

Key responsibilities

  • Main point of contact for our customers and responsible for managing the customer experience from onboarding to ongoing support
  • Help customers understand their account, product usage, and provide guidance to help them get the most out of their products and services
  • Provide a high level of service, developing customer relationships, leveraging cross-sell opportunities, and minimising churn, 
  • Analyse customer data to improve customer experience
  • Maintain knowledge of all current products and services offered
  • Take into account the needs of customers, partners, and team members by delivering an exceptional customer experience
  • Achieving quarterly sales targets and OKRs as set by the Territory Manager (DACH)
  • Maintain accurate and complete records of all customer communications within Salesforce
  • Evaluate and improve the interactions in our customer journey
  • Actively engage with own professional learning, development and performance alignment

Essential criteria 

  • Minimum of 2 years experience as a Customer Success Manager or Customer Support Representative
  • Bilingual in German & English with the ability to communicate professionally to the highest standard in both languages
  • Excellent interpersonal and communication skills
  • Ability to multitask with dedication and commitment to Customer success
  • The ability to set and communicate expectations internally and externally
  • A passion for service and supporting customers
  • Patient, empathetic and active listener
  • Self-driven and proactive nature
  • Strong organisational and time management skills with excellent attention to detail
  • Experience of using Salesforce or a CRM

Desirable criteria

  • Experience within the eLearning sector
  • Experience of using JIRA and Asana
  • Experience of Moodle and Totara

Reports to

  • Territory Manager (DACH)

Thank You

Your application was submitted successfully.

  • Location
    Remote/Belfast, Belfast
  • Department
    Customer Experience
  • Employment Type
  • Minimum Experience
  • Compensation
    Competitive salary + benefits