Senior Customer Success Manager (m/f/d)

About us

The Spryker Systems GmbH is a fast-growing technology company, offering leading manufacturers, brands and sellers of all industries a flexible commerce solution along all customer facing touchpoints. From online shop and mobile to voice, chat bot, blockchain and IoT use cases. Our modern offices are located in the German digital metropolis Berlin and Hamburg.
The international Spryker team is constantly working with new exciting customers, technologies and innovative approaches and is looking for talented employees, to join us revolutionizing the digital commerce world.

In a Nutshell

Do you want to become part of a team that calls itself "C4L" (Customers for Life)? But first, check out Chris, the most passionate CCO of this century, and how he is customer-obsessed (like the rest of us at Spryker) in this VIDEO.

If you, too, are "begeistert" by what you just heard and want to bring your communication mastery, strong service orientation, and unbeatable resilience to the table, we would like to meet you.

You will be making everything super-easy for our clients along the entire customer lifecycle, nurture the relationship to the smallest detail, and consult with all kinds of (too) simple and (too) complicated questions.

Join our Customer Success team as Senior Customer Success Manager (m/f/d) and help us revolutionize the world of commerce!

Your challenges

  • Proactively manage a portfolio of high touch customers 
  • Be the voice of the customer and channel customer feedback to relevant internal stakeholders and colleagues
  • Develop trusted advisor relationships with key stakeholders and executive sponsors
  • Understand customers business goals, needs, and priorities 
  • Develop customer specific success plays (and plans) to ensure value realization, customer satisfaction, and retention
  • Identify new expansion opportunities: up-sell, cross-sell, services & training
  • Effectively communicate product  evolution to our customers
  • Drive advocacy for customer requirements and feature requests
  • Collaborate closely with various cross-functional teams (Partner Success, Engineering, Product Management, Marketing, and Sales) to drive better results
  • Act as an additional escalation channel for support inquiries in a timely and productive manner
  • Onboard new team members & coach junior team members
  • Drive new ideas and processes
  • This role requires mostly virtual communication to clients, but you’re up to some travel to customer sites every now and then (0-30% time)

Your profile

  • Profound and hands-on experience in key CSM activities (Sales Handover, Onboarding, Business Reviews, etc.)
  • Proven ability to collaborate and build strong relationships with customers Business Stakeholders, especially at the Executive level
  • Exceptional oral and written communication skills and attention to detail
  • Minimum 3-4 years experience in the Commerce space with a track record on developing customers
  • 5+ years previous experience as Customer Success Manager or Account Manager 
  • Proven ability to solve complex problems 
  • Value-driven: A passion for ensuring customer reach their (business goals) leveraging our Spryker
  • Resilience and solution-focused mindset to de-escalate a critical situation
  • Passion for digital and sophisticated, complex business models
  • B2B Background and/or background in marketplaces a plus
  • Self-motivated, continuous learner, strong team player
  • Fluency in the German language is a must-have, as well as fluency in the English language