Customer Success - Strategic - Western Europe

About the role

• Drive strategic account management: Build and manage high-impact relationships across a book of 20-30 enterprise and strategic clients, ensuring alignment between customer objectives and product strategy.
• Accelerate customer value: Lead onboarding and long-term adoption initiatives across multiple products, ensuring customers achieve meaningful and measurable outcomes.
• Drive multi-product adoption: Analyze customer usage and engagement across our product suite to identify opportunities for increasing adoption, deepening integration, and maximizing customer value across our customers business
• Own commercial outcomes: Manage renewals and expansions across your portfolio, owning key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and new product expansion while also contributing to overall company growth targets.
• Shape the CS organization: Partner with CS Leadership and cross-functionally with Engineering, Sales, and other cross functional teams to refine processes, develop scalable solutions, and define best practices that enhance the customer experience.
• Champion customer success excellence: Act as the voice of the customer internally, influencing roadmap priorities and ensuring long-term partnership success.

Requirements

• 7-10 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment.
• Proven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies).
• Deep experience operating with strategic accounts in the DACH market - you understand the ecosystem, challenges and nuances of of this market and can guide the rest of the GTM team on these
• Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals.
• A builder mindset with a focus on scalable systems, operational excellence, and continuous improvement.
• Exceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizations.
• Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities.
• Fluency in English and German is essential additional languages are an asset.