Customer Success Manager in München, Bayern at Zift Solutions

Role Details

Job Title:

Customer Success Manager

Recruiting Manager:

Vice President Customer Success

Department:

Customer Success

Hours / Base:

Full-time / Germany / Remote

Role Specification

Role Purpose:

Unifyr is looking for an individual to join our Customer Success team. The Customer Success Manager serves as a strategic trusted advisor and program owner for a portfolio of Unifyr clients, driving measurable business outcomes, platform adoption, and long-term customer value. This role combines strategic relationship management with tactical execution to ensure customers achieve their business objectives while maximizing platform ROI. The ideal candidate is a consultative partner who can navigate complex organizational structures, identify growth opportunities, and orchestrate cross-functional resources to deliver exceptional customer experiences that drive retention, expansion, and advocacy.

Role Responsibilities:

Strategic Account Management

• Own end-to-end customer relationships for assigned portfolio, serving as the primary strategic point of contact
• Develop and execute comprehensive annual Customer Success plans aligned with clients' business objectives and KPIs
• Conduct executive-level quarterly business reviews, presenting ROI analysis, success metrics, and strategic roadmaps
• Navigate complex customer organizational structures to build relationships with C-level executives and key stakeholders

Customer Value Realization & Growth

• Drive maximum platform adoption and feature utilization to ensure customers realize full value from their Unifyr investment
• Proactively identify and present expansion opportunities, collaborating with sales teams to drive upsell and cross-sell initiatives
• Lead renewal strategy and execution for assigned accounts, maintaining high retention rates and identifying expansion opportunities
• Monitor customer health metrics, usage data, and success indicators to predict and prevent churn risks

Strategic Program Execution

• Facilitate cross-functional collaboration with Product, Engineering, and Support teams to address customer needs and influence product roadmap
• Develop and communicate customer success stories and case studies to drive broader platform advocacy
• Business Impact & Analysis
• Analyze customer usage patterns, business metrics, and success indicators to develop actionable insights and recommendations
• Translate customer business challenges into platform solutions, mapping Unifyr capabilities to specific customer outcomes
• Identify risks to customer goal achievement and develop mitigation strategies with internal stakeholders
• Maintain comprehensive account documentation and insights in Vitally and other business systems

Thought Leadership & Best Practices

• Evangelize Unifyr capabilities across customer organizations, positioning the platform as a strategic business enabler
• Share customer success insights and best practices across the broader Customer Success team
• Contribute to the development of customer success methodologies and playbooks

What you offer

Experience & Education

• Bachelor's degree or equivalent combination of education and experience
• 3-5years of customer success, account management, or consulting experience in B2B SaaS environments
• Experience leading customer renewals, expansions, and complex strategic initiatives

Strategic & Analytical Skills

• Strong business acumen with deep understanding of sales, marketing, and customer service processes
• Demonstrated ability to analyse complex business challenges and translate them into actionable solutions.
• Experience developing and presenting ROI analyses, business cases, and strategic recommendations to executive audiences
• Proficiency in CRM systems (Salesforce), analytics platforms (Looker), and customer success tools

Relationship & Communication Excellence

• Exceptional executive presence with proven ability to facilitate C-level meetings and strategic workshops
• Outstanding written and verbal communication skills with ability to navigate conflict and foster productive dialogue
• Demonstrated success building trust-based relationships across complex organizational structures
• Strong presentation skills with experience delivering compelling business presentations to diverse audiences

Operational Excellence

• Ability to manage multiple strategic accounts simultaneously while maintaining attention to detail
• Proven ability to work effectively in fast-paced, dynamic environments with competing priorities
• Experience leading cross-functional initiatives and orchestrating resources across multiple teams
• Strong project management capabilities with track record of driving initiatives to successful completion

Preferred Qualifications

• Previous experience with channel management, partner enablement, or marketing automation platforms
• Background in management consulting, professional services, or strategic advisory roles
• Experience in high-growth SaaS companies or enterprise software environments
• Proven track record of consistently exceeding renewal and expansion targets

Strictly no agencies.