Customer Success Manager

Summary

Join Contentsquare as a Customer Success Manager (CSM) to manage a portfolio of DACH and Benelux clients. You will serve as the central point of contact, ensuring clients achieve their business goals using the ContentSquare solution. As a trusted advisor, you will build strong relationships, drive product adoption, and collaborate with cross-functional teams. Responsibilities include monitoring customer success, contributing to digital UX strategies, and identifying growth opportunities. Success will be measured by gross and net retention, product adoption, and timely renewals. This role requires relevant experience in post-sales account management for subscription-based solutions, a strong understanding of analytics and A/B testing, and excellent communication skills. Contentsquare offers a supportive work environment, competitive benefits, and opportunities for career development.

Requirements

• Relevant work experience (Minimum of 2 years in a similar position)
• Experience in Post-Sales-Account-Management for subscription based Solutions
• Background and technical experience in Digital Solutions
• Very good understanding of the Analytics, A/B test and Data businesses
• Must be highly self-managed, responsive, with the passion to serve the customer
• Exceptional presentation, written and oral communication skills
• Very structured working approach, ability to deal with several different activities in parallel
• Demonstrable ability to take ownership and act on client goals and objectives
• Ability to influence and drive issue resolution with cross-functional teams in a matrix organization
• Proven track record in teaming with sales and field organizations to achieve business goals
• Fluency in English and German

Responsibilities

• Lead, manage and participate in activities that drive product adoption, active use, ContentSquare awareness, and customer satisfaction
• Proactively monitor and address customer success issues
• Contribute to your customer's digital UX strategy and AB test roadmap
• Understand and assess customer requirements
• Develop and maintain a trusted advisor relationship with customer executive sponsors in order for all activities to be closely aligned with the customer's business strategy, allowing the full potential of their ContentSquare Solution to be realized
• Establish and oversee the customer's adoption, training and usage/development of best practices to continually drive incremental value and return on the customer's investment
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
• Drives regular cadence (call/report/visit/QBR) with customers to report on KPIs, raise awareness of ContentSquare news / events.  Shares results & actionable items with cross-functional stakeholders
• Drive renewals to a successful completion in close collaboration with Sales
• Contribute in pre-sales positioning of Customer Success deliverables and sales led kick-off meetings with customers to outline expectations, communication rhythm, and how we support customer’s KPIs
• Follow-up of operations: planning management and coordination of internal services resources (technical, UX, UI and data analysts) during each step of the customer journey
• Configuring and analyzing the customer data on the ContentSquare solution
• Create value by Co-production of analysis and training workshops with the customer
• Be the voice of the client and provide internal feedback on how ContentSquare’s solution can be improved

Benefits

• We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done
• We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
• We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact
• Our clients, partners and investors love our industry-leading product
• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing allowance
• Home Office Allowance
• A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We offer many benefits in various countries -- ask your recruiter for more information