15.10.2025 aktualisiert
100 % verfügbar
Senior Customer Success Manager
Köln, Deutschland MBA, Human Resource Management
Skills
Account DevelopmentData AnalysisAutomatisierungKundenbeziehungsmanagementProzessoptimierungKundenerfahrungSaasSchadenskontrolleVertriebPortfolio-OptimierungSalesforce.ComStakeholder ManagementStrategische AusrichtungEinarbeitungTeam ManagementRisikomanagementAccount ManagementKpi-Berichterstattung
Customer Success Management (SaaS)
Enterprise customer portfolio management with a proven track record of managing 40-account portfolios worth €3.2M ARR and achieving >90% renewal rates
Account Management and Expansion
Strategic account growth and expansion sales expertise with demonstrated ability to deliver €350K in expansion ARR
Process Optimisation and Automation
Onboarding process redesign and automation capabilities that reduced onboarding time by 40% and improved activation rates by 24 percentage points
Health Scoring and Risk Management
Customer health scoring model design and implementation that reduced at-risk churn by 50%
Playbook Development
Customer journey mapping and playbook creation for onboarding, activation, and remediation processes
Salesforce and CRM Systems
Salesforce workflow development and KPI dashboard creation for cross-functional teams
Team Leadership and Operations
Team management experience leading up to 10 people across onboarding and engagement operations
Stakeholder Management
Executive business reviews and C-level engagement for strategic alignment and product prioritisation
Data Analysis and Reporting
KPI tracking, escalation management, and standardised reporting for operational predictability
Sprachen
DeutschverhandlungssicherEnglischMuttersprache
Projekthistorie
Led a team of 10 across onboarding and engagement operations; owned resourcing, KPI tracking, and escalation management to improve service delivery. Implemented Daily Management, standardised reporting, and resource planning to reduce escalations by 35% and increase SLA compliance by 22%.
Owned a 40-account enterprise portfolio (€3.2M ARR); drove renewals and expansion to deliver €350K in expansion ARR and sustain >90% renewal performance. Designed and operationalised a customer health scoring model and Daily Management board to surface leading indicators and trigger remediation plays, reducing at-risk churn by 50% and preserving recurring ARR.
Managed a team of 4 responsible for partner onboarding, activation, and SLA adherence; owned playbook design, coaching, and continuous improvement. Executed VSM and playbook redesigns to increase partner activation by 28% and improve partner monetisation and retention metrics.
Zertifikate
Deutsch B2
TELC2025