Customer Success Manager

Summary

Join KONUX, a fast-growing technology company transforming rail operations, as a Customer Success Manager. You will support clients in their journey to a sustainable future using KONUX's AI-powered solutions. Responsibilities include supporting project delivery, operationalizing the KONUX system, building success stories to drive wider implementation, and managing customer expectations. You will work remotely with occasional UK travel, collaborating with cross-functional teams to foster long-term partnerships. The role requires a Bachelor's degree, 2-5 years of client management experience, and proven experience with SaaS customer success frameworks. Success requires strong communication, problem-solving, and executive engagement skills.

Requirements

• Bachelor’s degree in Business, Marketing or Engineering/Science
• 2 to 5 years of hands-on experience in client management roles within relevant industries . Ideally, Rail but also in Transportation, Manufacturing, Healthcare, ICT, B2G or public entity clients
• Proven experience with SaaS customer success frameworks as well as deep understanding of IoT and Digitisation concepts
• Creative problem solver and natural entrepreneur; comfortable with risk-taking and ambiguity
• Executive engagement skills with an ability to establish strong relationships with business decision-makers
• Exceptional verbal and written communication skills in English
• Highly collaborative, yet able to function well independently
• Travelling would be required time to time (within UK and to the German HQ)
• Sharing the KONUX Culture, incl. a growth mindset, resilience and flexibility

Responsibilities

• Support the customer in their journey of transformation
• Support the customer in implementing our solution in their working processes
• Constantly drive product adoption with the customer organisation
• Jointly discuss improvements to our product to increase client value
• Support customers in their working environments, both office based and some occasional field based activities
• Ensure superior customer experience and customer satisfaction
• Manage customer expectations - and become the customer advocate inside KONUX organisation
• Ensure all customer requests are appropriately understood, prioritised, and addressed while maintaining sensitivity towards both customer success and impact to KONUX organisation
• Expand KONUX product footprint and service scope at your customer
• Serve as product usage consultant to enable customer to operationalise KONUX solution into their processes therefore create upselling opportunities
• Become a KONUX product and client expert
• Build trusted relationships with your customer counterparts, based on mutual respect and openness
• Successfully manage and deliver complex roll-out project and Service Delivery at customer´s organisation
• Prepare the delivery phase by managing dependencies and by coordinating with all relevant KONUX departments
• Plan and manage the deployment/roll-out as well as service delivery phase jointly with your customer counterpart
• Anticipate the risk exposure, ensure that risks are properly communicated and documented, define mitigation strategies and work with the customer to ensure the mutually agreed-upon action plan

Benefits

• Competitive salary
• Equity (all permanent KONUX employees have equity!)
• Dedicated Learning & Development budget of 3.600€ p.a
• 100% Remote working
• Flexible working conditions, home office equipment and free choice between a Windows or Apple laptop
• Health benefits supporting your physical and mental well-being, e.g wellpass/gym membership and mental health app licence
• Company pension scheme
• Access to Corporate Benefits and Future Benefits
• 27 vacation days (+1 day on every work anniversary for 3 years)
• Volunteering activities (2 additional days off)
• Company and team events