Customer Success Manager - DACH (London Area)

World-renowned AI-powered video experience platform, is searching for a Customer Success Manager – DACH to join their team in London (hybrid). With significant demand for their product, the business enables companies to create high-quality video experiences to better connect and bring ideas to life. Encompassing video creation, streaming, distribution, security, data and AI, their advanced technology cements their position as a global market leader.

The Customer Success Manager is responsible for ensuring the success of a portfolio that includes mid to large sized customers. You are a trusted advisor to customers, providing best practice in areas such as adoption, business outcomes and feature usage. The end result is increased customer happiness, retention and a growing expansion of the platform’s footprint.

Responsibilities

• Act as a trusted advisor, providing guidance to clients, including recommendations for optimising video workflows, troubleshooting technical issues, and leveraging the platform to achieve business objectives.
• Serve as the primary operational point of contact for corporate clients, ensuring satisfaction and maximising the value of the video platform.
• Facilitate quarterly business reviews and strategic ideation sessions with client teams.
• Monitor platform performance and client KPIs, proactively identifying risks and opportunities for improvement.
• Maintain detailed client documentation, including performance reports, action plans, and feedback summaries.
• Collaborate with clients to establish business objectives and goals, formulating success plans to ensure a demonstrable return on investment.
• Responsible for the customer experience and engagement of stakeholders across all stages of the customer lifecycle.
• Increase overall customer lifetime value through higher product adoption, usage, satisfaction and NPS scores.
• Interpret customer insights to drive change in product and advocate on behalf of customers to internal product teams.

Qualifications

• 3+ years of customer success experience, preferably within a SaaS technology platform, media, or consulting
• Proven record of identifying customer needs and successfully implementing long-term technology solutions
• Strong business acumen and the ability to navigate complex organisations
• Ability to multi-task across multiple projects and internal partners
• Excellent interpersonal skills both with customers and within an organisation
• Consistent track record of defining and carrying out key performance indicators
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Strong presentation and data storytelling skills, with the ability to create engaging visuals
• Fluency in English and German , both written and spoken
• Bachelor's degree required

Bonus points for:

• Knowledge of online video technologies or live streaming technologies

Benefits

• Market-leading salary and commission structure
• Meritocratic working environment and strong career progression opportunities
• Hybrid working
• Collaborative working environment
• Private medical and dental insurance
• Generous pension
• A superb culture

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