Customer Success · Berlin · Hybrid Remote
Senior Customer Success Manager (f/m/d) (German-speaking)
Become a part of nilo and help us to remove the stigma surrounding mental health! Play a vital role in building THE platform for mental wellbeing in the workplace.
We are seeking a driven and experienced Senior Customer Success Manager to join our team in Berlin. In this role as a trusted advisor, you will play a pivotal role in ensuring the success and satisfaction of our clients. Your responsibilities will encompass the entire customer journey, including onboarding, support, account management, renewals and upselling.
🚀 Your responsibility:
- Committed to guide our customers from day one in defining and achieving their goals
- Create an optimal SaaS customer experience throughout the entire customer journey, including onboarding, support, account management, and upselling.
- Conduct regular check-ins with clients to gather feedback, assess satisfaction levels, and identify areas for improvement
- Analyze client engagement metrics to uncover potential upsell or cross-sell opportunities
- Proactively address client concerns and escalate issues as needed, collaborating with internal teams to ensure timely resolution
- Develop targeted communication strategies across various channels for your clients
👀 You'll be successful with these skills:
- Around 4+ years of experience as a Customer Success Manager responsible for a large customer portfolio in a B2B SaaS start / scale up
- Empathetic listener with excellent communication skills and the ability to effectively engage with stakeholders at all levels
- A strategic analytical perspective paired with a deep commitment to accountability and ownership
- Experience in conducting negotiations
- A structured approach to work and the ability to prioritize effectively
- Capability to thrive in a fast paced environment, embrace new challenges and maintain a proactive and optimistic mindset
- Proficiency in CRM software (e.g. Hubspot) and other relevant tools (e.g. Excel)
- Proficiency in designing and delivering presentations
- Excellent German and English language skills
🤩 What you get:
- Responsibility and creative freedom in your role
- Opportunities for personal and professional development
- Free access to the nilo app
- Option to take workations
- Flexibility to work from home (50%)
- Discounted membership in the Urban Sports Club
- Regular team and company events
- Bring your dog to the office :)
nilo.health embraces diversity. We strive to create an inclusive workplace where everyone feels welcome, psychologically and physically safe. All applicants will be considered for employment without regard to different ethnic/racial origins, age groups, religions/ideologies, sexual orientations, gender identities, abilities, socio-economic statuses, educational backgrounds, family arrangements and/or any other characteristic.
We would like to encourage you to apply even if the technical requirements cannot be met 100%.
- Department
- Customer Success
- Locations
- Berlin
- Remote status
- Hybrid Remote
Work with us
Working at nilo.health means being part of something big. We aspire to change how people approach and speak about mental health by making it an integral part of communication - without shame, fear or judgement.
We're a team of mental-health positive, ambitious, and entrepreneurial people who never see anyone as just another employee.
Let's work together and create THE platform for mental well-being in the workplace.
About nilo.health
nilo.health is the mental well-being support for your entire workforce. Our counselors, therapists, and digital content are easily accessible all in one platform.
Our platform empowers employees with 1on1 counseling sessions and evidence-based digital training and tools to proactively improve their mental well-being.
How mental health is perceived needs changing. Our goal is to break down barriers to mental health support and empower people to proactively work on their mental well-being.
We believe that people enjoy their lives both in and outside of work when mental health is understood, taken seriously, and championed.
The tools for mental wellness, wherever, whenever.
Founded in 2019
Co-workers 50
Customer Success · Berlin · Hybrid Remote
Senior Customer Success Manager (f/m/d) (German-speaking)
Become a part of nilo and help us to remove the stigma surrounding mental health! Play a vital role in building THE platform for mental wellbeing in the workplace.
Already working at nilo.health?
Let’s recruit together and find your next colleague.
