Remote Manager, Customer Success

Summary

Join us at Pleo, where we're looking for a hands-on Manager of Customer Success to join our Central Europe regional team. As a Manager of Customer Success, you will manage a team of CSMs that manage day-to-day operations and long-term business relationships with Mid-Market customers. We are looking for a customer-centric and experienced leader who will have an impact on our growth by leading, coaching, and developing our CSMs.

Requirements

• This is not an entry level position. We need someone with strong background in Customer Success and a proven track record leading a team
• Proven experience in building and managing a high performing team in B2B SaaS companies
• Excellent people leader, able to hire, inspire, hold accountable and develop an elite team
• Passionate about providing an exceptional customer experience with a list of examples for how you stand out from the crowd
• You are a strong team player, self - starter who thrives in a fast-paced, and high growth start up experience
• Outstanding organisational and project management skills, and the ability to manage multiple tasks and requests
• Experience with CS and CRM tools (Hubspot, Salesforce, CS tools, Data Visualization, etc.)
• Software experience is a must, SaaS experience is ideal
• Fluency in both German and English languages

Responsibilities

• Hire, coach and develop the most amazing CSM team this world has ever seen!
• Partner with other CSM and leaders across Pleo to further refine structure, systems, and resources to successfully support our Mid-market and Enterprise customers
• Own your team's metrics (net retention,, product adoption, customer advocacy , you know as you’ve done this before) and drive the plan to and exceed our expectations
• Work closely with internal teams (Support, Marketing, Sales, Product) to align priorities, collaborate on customer needs and opportunities, and deliver early and increasing value over time
• Advocate for the best customer experience Be the guiding-light for your team and to other Pleoers when it comes to serve as the customer's advocate