Customer Success Manager (m/f/d) - in Berlin

Job description

We are looking for a Customer Success Manager, who will help us improve the most advanced content management system worldwide.

We at GraphCMS are the leading innovator in the field of content management. By having solved the multi-device challenge with the most flexible APIs out there, our team of SaaS-experts and GraphQL early adopters is continuing to push the boundaries of the industry. As the first user-centric headless CMS, GraphCMS is a centralized content hub not only for editorial content, but also for user generated and artificially created content.

At GraphCMS we offer an inspiring workplace environment, that helps everyone to unfold their creativity. We don't believe in the nine-to-five mentality, your work hours are as flexible as you are. The enthusiastic and thriving work culture will push you towards your best performance and your impact will be immediately observable. Help us to show the world, why we are the best!


As an Customer Success Manager, you will serve as the primary liaison with our customers, helping them achieve their technical and business goals using our product GraphCMS. You’ll build personal relationships with multiple stakeholders at each customer, earning their trust and respect through your commitment to their success. In-person customer meetings will build a solid foundation to each relationship, with additional meetings taking place via video and phone calls.


Our Customer Success Managers assist in ensuring successful launches; advise customers on best practices to ensure long-term project success; help customers establish Centers of Excellence; and establish measurements of success and value to ensure that the customers’ GraphCMS implementation achieves their success criteria.


Successful candidates will have a strong background in customer success management, account management, or consulting; and proven success driving strategy and achieving desired engagement outcomes with our customer base (some of which are Fortune 500 Enterprise companies).

In addition to working with business leaders and executives, you’ll have conversations with developers and other technical stakeholders so your background should include enough technical experience for you to be credible and persuasive with your audience. You also will have similar interactions with your technical colleagues, and will be provided training on our specific technology in order to set you up for success.


RESPONSIBILITIES

  • Become customers’ trusted advisor and serve as their advocate for GraphCMS
  • Guide and help customers at each stage in their journey with us: from onboarding, to initial projects’ success, to expanding use of GraphCMS
  • Develop strong knowledge of the product and our best-practices; share your knowledge with our customers to help them achieve their goals
  • Prepare, organize, and lead check-in calls, meetings, and business reviews with customers
  • Connect customers with other subject matter experts within GraphCMS
  • Efficiently juggle multiple requests from multiple customers
  • Travel (approximately up to 20%) to meet our customers and colleagues in person (including periodic international travel)
  • Identify expansion opportunities with your customers and coordinate with our sales team to achieve win-win contract growth

Requirements

YOUR PROFILE

  • 2+ years professional experience in an outward-facing role such as customer success management, account management, or consulting
  • Success driving strategy and achieving outcomes for large companies is a bit plus (Fortune 500, Global 2000 etc.)
  • Experience with annual or multi-year subscription sales models
  • Experience working with solution architects and/or technical support teams to solve customers’ technical challenges
  • Listens and probes to understand, diagnose and understand what matters most to others. Values the input and insights of others.
  • Familiarity with current web and mobile technologies
  • Strong problem-solving skills, initiative, and the ability to thrive under pressure
  • Experience in a remote role or with teams located in another office
  • Ability to efficiently prioritize a large number of competing requests
  • Excellent German and English communication skills, both verbal and written
  • CMS experience and knowledge (either as a developer or author) is a plus


BENEFITS

  • Join an innovative tech company as we help drive the evolution of digital experiences to become ever-more ubiquitous and interactive. Be a part of helping companies build modern architectures for mission-critical applications
  • Shape the future of GraphCMS: help us establish, scale, and improve our team's processes
  • Be set up for success, equipped with the latest and greatest hardware
  • Dynamic workplace environment
  • Competitive Salaries
  • Flexible Workhours
  • Personal Growth & Education support