Job Description

About the Role

As an Enterprise Customer Success Manager, (m/w/d) you will be responsible for building strong, long-term relationships with our key partners. Your primary focus will be on driving product adoption, ensuring customer retention, and identifying opportunities for growth within your portfolio. You will serve as a trusted advisor, using data-driven insights to help our partners achieve their business goals.

What You Will Do

Partner Performance:

Continuously monitor and analyze operational health metrics to ensure the success and performance of existing partners.

Strategic Problem-Solving:

Proactively identify performance gaps and develop strategic, data-driven solutions to enhance restaurant operations.

Product Adoption:

Collaborate closely with Client Partners and Account Coordinators to understand merchant objectives and drive product adoption by tailoring new product recommendations.

Execution & Analysis:

Execute on agreed-upon strategic plans, including campaign setup and comprehensive post-mortem analysis.

Retention & Expansion:

Ensure customer retention and drive expansion by regularly assessing merchant adoption gaps and monitoring overall operational health. Partner with the sales team to identify and pitch new upsell and cross-sell opportunities.

Customer Advocacy:

Serve as a primary customer advocate, proactively identifying and resolving potential issues. You will be a key voice for the customer, relaying critical product and service feedback to cross-functional teams.

Reporting & Feedback:

Generate and present regular reports on customer health, usage, and feedback to senior leadership. Provide valuable insights for product improvements based on customer needs and pain points.

Relationship Management:

Lead recurring client meetings and strategically plan and execute business reviews in collaboration with internal teams. Travel as required for key business meetings.

Your Qualifications

Experience & Education:

A Bachelor's degree with a minimum of 5 years of experience in B2B operations, such as Sales, Customer Success, or Account Management. Experience in a client-facing role like consulting is highly valued, and 7+ years of experience is preferred.

Communication & Collaboration:

Excellent written and verbal communication skills in both English and German. Proven ability to build strong relationships and work effectively with both internal and external stakeholders to drive influence and achieve goals.

Analytical & Operational Skills:

A proactive, results-driven, and analytical mindset. You should be comfortable working with data and performance metrics, translating insights into actionable recommendations. A strong ability to identify and optimize processes for improved efficiency is essential. Basic proficiency in

SQL

is a plus.

Organizational & Prioritization Skills:

Strong organizational and time management skills with the ability to manage multiple tasks simultaneously and prioritize based on business impact. *

Mindset:

A creative thinker with a passion for problem-solving and innovation, able to thrive in a fast-paced, constantly evolving environment.