Customer Success Manager (f/m/d)

Навыки

• B2B-продажи
• Customer Success
• Excel
• Retention и отток
• Апсейл и кросс-сейл

О компании и продукте

• Moss is a SaaS scale-up founded in Berlin, with a team of 300+ people from 50+ nationalities in 5 offices across Europe.
• Our ambition is bold: to power every SMB’s spend across Europe - fully digital, AI-driven, and seamlessly integrated for complete control. To date, over 5000 businesses in Germany, Netherlands and the UK use Moss’ leading spend management product, with modules such as corporate cards https://www.getmoss.com/corporate-credit-card, accounts payables https://www.getmoss.com/accounts-payable, employee cash reimbursements https://www.getmoss.com/reimbursements and procurement https://www.getmoss.com/procurement.
• Moss has raised a total of €180 million in funding and is backed by the most renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star.
• Be part of a culture that thrives on impact and speed, where you can take bold moves, learn fast and accomplish more. We’re a place where you can fast track your career - here's what else to expect:

Задачи

• Join our Customer Success team, where you will focus on driving SaaS revenue growth through proactive customer engagement
• While leveraging data insights, you will proactively identify upsell opportunities and mitigate churn risks
• Drive customer engagement - through building and nurturing value-creating and scalable relationships, you develop a deep understanding of your clients’ and their finance goals
• You guide and consult with them in order to drive their engagement and the activation of all the spend management features

Требования

• We think you’ll need the following experience and qualifications to succeed in the role
• Proven experience in a proactive commercial-centric role, ideally in a B2B setting
• Prior experience with upselling products and product features to existing clients
• Fluent in both German (C2) and English (C1)
• In addition, here are the skills and attributes we are looking for
• Customer obsessed - You empathize with the needs and pain points of the customer and provide a flawless experience
• Commercially minded - You are able to demonstrate continuous value to customers, leveraging new business opportunities and can confidently negotiate pricing, contracts and add-ons
• Clear communicator - You are able to communicate complex topics to a range of audiences in a clear, concise and expert manner
• Analytical mindset - You are able to read, interpret and leverage data to prioritize customers, solve complex problems, identify upsell opportunities and retain customer happiness
• You can recognise problems before they arise, and you challenge the status quo
• Expert Operator - You are able to manage multiple requests at the same time and prioritize accordingly
• You have a structured way of working, employing efficiency and effectiveness in your day-to-day tasks
• Upsell - you leverage your deep understanding of both the product and your customer's needs to identify new business opportunities, as well as product and feature optimisation initiatives to increase value for existing accounts
• Measure success and provide data insights - with the use of specific KPIs you aim to achieve and monitor revenue trajectory through, for example, key metrics such as spend engagement, SaaS uplift and renewals
• Act as Product ambassador - working closely with internal stakeholders, you compile and communicate client feedback and act in an advisory capacity on current and future product features
• Thrive for process excellence - you aim for continuous improvement, designing and delivering upon the client journey touchpoints that will increase customer satisfaction and contribute towards long-term retention

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