Customer Success Manager

Summary

Join Storyblok as a Customer Success Manager and build strong relationships with enterprise customers, exceeding their business needs. You will own the post-sales process, focusing on closing large deals and collaborating with the sales team to identify new opportunities. Responsibilities include onboarding, training, providing technical support, conducting quarterly business reviews, reporting client usage data, and managing account renewals. The role requires strong communication, analytical, and problem-solving skills, along with SaaS experience and proficiency in various software tools. Storyblok offers a remote work environment with flexible schedules, along with benefits such as a monthly remote work stipend, home office equipment, paid time off, a personal development fund, and an annual team-building trip.

Requirements

• Experience working in a client-facing role, namely account management or customer success experience, or other closely related work experience
• Experience managing account renewals - the ideal candidate should have a sales oriented approach and be able to effectively apply it throughout the entire customer journey
• A proven record driving customer satisfaction and enhancing the customer experience
• SaaS experience and working knowledge of software products
• Ability to be self-motivated, highly organized, and have a positive attitude and professional demeanor
• Exceptional written and verbal communication skills, analytical skills
• Fluency in English

Responsibilities

• Build trusted relationships with customers and help them get the most out of the product this includes but is not limited to; onboarding, recurrent training, answering technical and content-based questions
• Organize and run Quarterly Business Reviews (some onsite travel may be required)
• Attend Industry events
• Report up to date metrics on client usage data and health indicators
• Retain and renew existing accounts
• Develop long term strategic account plans that identify expansion opportunities. Own and close commercial upsell
• Own the client and renewal opportunity data in Salesforce and ensure accuracy
• Provide a first class customer experience’, we care about our customers and their experience, and our CSMs to become trusted advisors
• Work closely with internal teams. For example; provide feedback to the product teams, liaise with Marketing teams on PR and Case Studies
• The position requires approximately 20% travel, to foster client relationships and participate in events that contribute to the growth and success of Storyblok

Preferred Qualifications

Strong computer skills and proficiency in Google Workspace, Excel, and other word processing tools; prior knowledge of Salesforce or another CRM is preferred

Benefits

• Monthly remote work stipend (home internet costs, electricity)
• Home office equipment package right at the start (laptop, keyboard, monitor…)
• Home office equipment upgrade (furniture, ear plugs …) or membership to a local co-working space after your onboarding
• Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays
• Personal development fund for courses, books, conferences, and material
• VSOP (Virtual Stock Option Plan)
• The annual international team-building trip, quarterly and monthly online get-togethers
• As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules