Senior Strategic Customer Success Manager-Growth & Expansion

Summary

Join epilot, a growing scale-up in Cologne, and become part of their strategic Customer Success team. You will work with existing clients to maximize the platform's potential, focusing on growth and sustainable activation. Develop data-driven strategies to increase adoption, identify relevant use cases, and continuously expand the product's value. Segment accounts based on usage and maturity, identify power users, and contribute to the development of the CS-KPI system. Experience in strategic Customer Success Management in a B2B SaaS environment (minimum 6 years) is required, along with experience working with modular, configurable SaaS solutions. The role involves structuring internal processes, developing new methods, and strategically expanding existing accounts. Excellent communication skills with both business and IT stakeholders are essential.

Requirements

• Experience in strategic Customer Success Management in the B2B SaaS environment (at least 6 years), with a focus on adoption, expansion or reactivation
• You have worked with modular, configurable SaaS solutions and know how important stakeholder alignment and power users are
• You think in segments, success logic and KPI systems, not in tickets
• You bring technical understanding of platform logic (ideally low-/no-code tools) and can argue between use case and feature
• You enjoy structuring internal processes, developing new methods and strategically expanding existing accounts
• You communicate confidently with business stakeholders as well as IT-related users - and can convey added value in both worlds

Responsibilities

• Develop data-driven strategies to increase adoption, supports customer teams in identifying relevant use cases and actively contributes to continuously expanding the added value of our product for various target groups
• The segmentation of accounts according to usage behavior and maturity level is in your hands - as is the identification of power users and internal champions for scaling our solution
• You use KPIs such as login frequency and feature usage to derive measures - and actively help to build our CS-KPI system
• You contribute to developing Customer Success at epilot from a supporting role to a strategic growth function

Preferred Qualifications

Experience with enablement training for partners, certification models or systematic training concepts

Benefits

• The opportunity to help build the most successful SaaS platform on the energy market
• Start-up mentality: dynamic atmosphere and great team spirit
• A rapidly growing company with an open communication culture, motivated colleagues, and an international corporate culture
• Exponential learning curve - epilot is growing rapidly, and we expect the same from you
• A central and modern location in the heart of Cologne with cool cafes right around the corner
• Transparency - We cultivate a very flat and open corporate culture, everything is visible and open for discussion
• Regular team events such as carnival, the summer party, Christmas party, company breakfast and many more opportunities to get to know your epilot colleagues outside of working hours
• The possibility for mobile, flexible working, sports offers and much more