Customer Success - EMEA (German speaking)

We are looking for a Customer Success representative to join our team in EMEA, focusing on German-speaking customers. As part of this role, you will be responsible for building and maintaining strong relationships with 40-50 enterprise clients, driving long-term adoption of our products, and identifying areas for revenue expansion.

Responsibilities:

• Develop and implement a scalable customer success playbook and framework for EMEA customers
• Build, maintain, and own strong relationships with a portfolio of 40-50 enterprise clients
• Onboard new clients and drive long-term adoption of multiple products
• Monitor customer usage and adoption to identify areas for improvement or revenue expansion
• Own expansion and renewal of accounts within your book of business, driving towards best-in-class Net Retention Rate (NRR) results
• Contribute to Customer Success OKR goals and own your customer success KPIs (NRR/GRR)

Requirements:

• 5-7 years of experience in Customer Success in a fast-paced, SaaS organisation
• Experience demonstrating and unlocking value for customers with technical, mission-critical products (such as conversational AI)
• Commercial experience, with ownership of renewals and expansion for your book of business
• Strong builder mindset with a relentless focus on customer excellence and scalable product solutions
• Exceptional communication skills, with the ability to establish, nurture, and maintain relationships across all levels of customer organisations
• Strong analytical thinking and creative problem-solving skills
• Fluency in English; additional languages are a plus

Benefits:

• Innovative culture and high-velocity work environment
• Opportunities for growth and professional development
• Annual discretionary stipend for learning and development
• Social travel stipend to meet up with colleagues
• Annual company offsite event
• Co-working stipend for those not located near main hubs