Customer Success Manager (German Speaking)

Customer Success Manager (German and English Speaking)

• Location: Plymouth, Hybrid
• Job Type: Full-time
• Salary: £35,000 + Fantastic Benefits

Join our dynamic Services team as a Customer Success Manager and play a pivotal role in delivering premium customer service aligned with our strategic goals. This position offers the opportunity to maximize revenue potential, enhance client relationships, and ensure successful contract renewals. If you're a seasoned leader passionate about driving best practices and fostering strong client engagements, we want you on our team!

Day-to-Day of the Role:

• Lead the implementation of new client work within existing contracts, serving as the primary point of contact for both internal and external stakeholders.
• Manage and lead internal contract calls, client meetings, and review meetings, ensuring all parties are aligned and informed.
• Understand and confidently discuss client Service Level Agreements (SLAs), contracts, terms, and conditions, working closely with the Customer Delivery Manager.
• Act as an escalation point for the Customer Delivery Manager, supporting the operational management of contracts and ensuring alignment with agreed SLAs.
• Review client hub data to identify trends and provide consultative guidance to clients, aiming to enhance engagement levels and secure future renewals.
• Serve as a Subject Matter Expert (SME) on all services and products, identifying upselling opportunities.
• Proactively manage contract risks and issues, ensuring lessons learned are shared across the department.
• Oversee the production of accurate and timely management information and invoicing, managing contract revenue reporting and budgets effectively.

Required Skills & Qualifications:

• Proven experience leading complex, successful service/client-facing teams.
• Excellent interpersonal and communication skills, capable of building effective relationships at a senior level.
• Strong people management skills, including coaching, mentoring, and developing team members.
• Commercial awareness and the ability to deliver in a fast-paced, pressurised environment.
• Good understanding of virtual platforms or technology tailored to client-specific requirements.
• Proficiency in Microsoft Office, particularly Excel, and excellent presentation skills.

Benefits:

• Competitive salary and job level perks.
• Hybrid working model, allowing flexibility and balance.
• Opportunities for professional growth and development within a supportive environment.
• Engage in meaningful work that directly impacts company success and client satisfaction.

To apply for this Customer Success Manager position, please click Apply Now with your up to date CV or contact Kyle Raven in the Reed Plymouth office.