Senior Customer Success Manager

Summary

Join CloudTalk, a Series B SaaS company, as a Senior Customer Success Manager and be a key member of our global team. Work 100% remotely and manage a portfolio of clients exceeding $1M. Your primary focus will be improving customer engagement and adoption of CloudTalk's AI-powered business communication platform, leading to successful renewals and expansion. This role requires strong problem-solving skills, technical aptitude, and experience in client services or customer success. CloudTalk offers excellent benefits, including unlimited paid time off, a home office budget, fitness allowance, and professional development opportunities. Be part of a vibrant, global community and contribute to CloudTalk's growth journey.

Requirements

• Excellent problem-solving and analytical skills with strong data fluency and an ability to drive outcomes through scalable methods
• Ability to understand data through Excel/Sheets/BI dashboards
• Technical aptitude enabling deep product understanding with a product-first mindset
• Understanding of the business calling industry and software
• Business acumen to identify opportunities to advocate for higher tier plans
• Experience in a client services, onboarding or customer success role
• Fluency in German and English

Responsibilities

• Oversee onboarding through renewal, providing tailored training and monitoring usage to ensure ongoing value
• Reduce time to value by tailoring product use cases to different personas
• As a product expert, maintain deep expertise of CloudTalk’s features and collaborate with Technical Consultants to address complex needs
• Help customers get the most value out of the product by staying familiar with the roadmap & helping customers use advanced features
• Coordinate with Sales on handoffs, while sharing product feedback and success stories with Product and Marketing
• Keep on top of key client use cases, drive NRR by proactively preventing roadblocks, monitoring customer health in Velaris and other tools

Preferred Qualifications

• Having used Zendesk, Custify, Planhat, Velaris or Hubspot
• An additional language is a plus

Benefits

• 1-1 Coaching sessions with our resident communications advisor
• Leaders Academy & Learning and Development Budget
• Unlimited Paid Time Off
• Volunteering Days
• Home office budget
• MacBook for work
• Recharge Fridays once per quarter
• Fitness Allowance
• Referral bonuses
• Virtual & physical team buildings
• Company merchandise