Customer Success Manager

About the Customer Success Manager Role at Didomi

We are seeking a Customer Success Manager to oversee and lead a large portfolio of small to medium-sized customers with a high potential for growth. In this role, you will join a diverse team of 7 CSMs in ensuring the proper usage of the Didomi platform and growing our relationships with our trusted customers. This role can be done in-person from our offices in Paris, Lille or Berlin, or remotely from the EU. You will be expected to travel regularly to meet your customers in person.

Key Responsibilities

• Develop and nurture a portfolio of ~250 small to medium-sized clients in the DACH region and North of Europe
• Be a real growth driver through upselling
• Prevent and minimise churn
• Maintain a high NPS
• Develop strong relationships with users and decision makers on a daily basis
• Manage commercial conversations with your portfolio of existing customers and ensure renewals and upsell opportunities
• Contribute to the direct development of our product by relaying customer feedback to the technical and product teams
• Create and write product and industry-related content to best serve your customers (guides, articles ..)
• Gather customer testimonial & feedback in an intelligent way

Qualifications

• Successful experience in CSM/Account Management in at least one SaaS company for a minimum of 2-3 years
• Excellent proficiency in English and German
• You have very good spoken and written communication skills
• Knowledge of Adtech or a legal background is a plus
• Any other language is a plus

Recruitment Process

• HR screen with our Talent Acquisition Expert (15min)
• ITW with our VP growth accounts (45 min)
• Case study preparation and presentation with our VP growth accounts and one team member (45-60 min)
• Final ITW with our CRO (30 min)
• Offer!

Key skills/competency

• Customer Success Management
• Account Growth
• SaaS Platform Experience
• Churn Reduction
• Relationship Building
• Upselling Strategies
• DACH Market Knowledge
• German Fluency
• Product Feedback Loop
• Content Creation