Customer Success Manager (18-Month Contract, ) in Home Office bei Unbounce

Please note that this job posting is open to applicants based in Germany only.

We’re looking for a Customer Success Manager to help us drive success for our Concierge customers. You will work on engagement and retention of your portfolio while partnering with Customer Marketing, Marketing, and Product to share what you’re hearing from customers, and stay up to date in our Conversion Intelligence strategy. In this role, you will be part of the Engagement team and report directly to Team Lead, Customer Engagement.

What you'll be doing:

• Developing a trusted adviser relationship with Concierge customers using phone/zoom and email as the primary contact sources
• Conduct customer check-ins, with an emphasis on conversion performance, feature adoption and overall engagement with the product
• Providing timely recommendations and educating Concierge customers based on their marketing goals and account activity
• Helping identify "at-risk" accounts and developing re-engagement strategies
• Helping drive Concierge customer expansion and renewals
• Identifying customer needs and collaborating with the Product team to ensure customer success with special emphasis on upgrades and renewals
• Collaborating cross-departmentally with other stakeholders to identify customers for internal projects, user research, case studies and more
• Advocating for our customers through customer stories; sharing trends and insights with internal stakeholders to guide product development
• Mastering Unbounce and learning it inside and out
• Keeping well-informed of competitive products and solutions and what makes Unbounce unique
• Represent the Concierge customer base in interdepartmental meetings/projects

A little bit about you:

• 2-5 years experience in a customer-facing role, in account management, or working at a SaaS company
• You are fluent in both written and oral English
• Background in digital marketing, or foundational knowledge of it
• Experience using Salesforce/Strikedeck a bonus
• Customer Orientation: The ability and willingness to find out what the customer wants and needs and to act accordingly, taking the organization’s costs and benefits into account.
• Self-motivation: A key element of emotional intelligence, self-motivation includes our personal drive to improve and achieve, commitment to our goals, initiative, or readiness to act on opportunities, and optimism and resilience
• Time and Resource Management: The ability to manage a high volume of deliverables and effectively prioritize and complete tasks
• Communication: The ability to respectfully and effectively communicate ideas and information verbally and in writing to ensure that messages are understood and have the desired impact. Communication includes listening skills, giving and receiving feedback, public speaking skills, presentation skills and non-verbal communications
• Accountability: Being accountable and passing on accountability for one's own actions and those of colleagues and the organization. Being accountable for your results against customer metrics

Share our values:

• Courage
• Ambition
• Being Real
• Empathy
• Diversity

What's in it for you:

• Five weeks vacation per year
• Immediate access to a €500.00 WFH allowance
• A paid day off for your birthday
• One paid volunteer day per year
• An annual €1,000.00 (before tax) vacation allowance
• A €500.00 health & wellness budget each year
• Up to five paid personal days each year

Unbounce Welcomes You to be YOU!

At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where Unbouncers can do the best work of their careers. We’re bolder and more brilliant together.

We’re dedicated to ensuring each Unbouncer feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

We have no tolerance for sexism, racism