Customer Success Manager

Customer Success Manager at Didomi

Didomi is looking for a Customer Success Manager to manage a large portfolio of small to medium-sized customers with high growth potential. You'll join a diverse team of 7 CSMs, ensuring optimal usage of the Didomi platform and fostering strong customer relationships.

This role offers flexibility, allowing you to work in-person from our offices in Paris, Lille, or Berlin, or remotely from anywhere within the EU. Regular travel to meet customers in person is expected.

Key Responsibilities

• Develop and nurture a portfolio of approximately 250 small to medium-sized clients in the DACH region and North of Europe.
• Drive growth through strategic upselling initiatives.
• Proactively prevent and minimize customer churn.
• Maintain a high Net Promoter Score (NPS) among your client base.
• Build and sustain strong daily relationships with users and key decision-makers.
• Manage commercial conversations, ensuring renewals and identifying upsell opportunities.
• Contribute directly to product development by relaying valuable customer feedback to technical and product teams.
• Create and write product and industry-related content, such as guides and articles, to better serve customers.
• Intelligently gather customer testimonials and feedback.

Qualifications

• Successful experience (minimum 2-3 years) in CSM or Account Management within at least one SaaS company.
• Excellent proficiency in both English and German.
• Very strong spoken and written communication skills.
• Knowledge of Adtech or a legal background is considered a significant plus.
• Proficiency in any other language is also a plus.

Recruitment Process

Didomi's hiring process includes:

• HR screen with our Talent Acquisition Expert (15 min).
• Interview with our VP Growth Accounts (45 min).
• Case study preparation and presentation with our VP Growth Accounts and a team member (45-60 min).
• Final interview with our CRO (30 min).
• Offer!

Equal Opportunity Employer

Didomi is an equal opportunity employer committed to diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Data Privacy and AI Tools

Information collected from your application is processed for managing applications. Mandatory fields are crucial for processing. Data is retained for two years. Applicants have rights to access, rectification, deletion, and opposition, which can be exercised by contacting dpo@didomi.io. Didomi may use AI tools to support parts of the hiring process, such as reviewing applications and assessing responses. These tools assist the recruitment team but do not replace human judgment; final hiring decisions are always made by humans.

Key skills/competency

• Customer Success Management
• Account Management
• SaaS
• Upselling
• Churn Prevention
• Client Relationship Management
• NPS
• Commercial Negotiations
• Product Feedback
• Content Creation