Customer Success Manager (CSM) - B2B SaaS (d/f/m, Berlin)

at  Datarade

No data, no AI: Datarade builds B2B software that enables companies to easily purchase and monetize datasets that are used for AI/ML applications and other data-driven use cases. From weather data for climate change predictions, street imagery data for autonomous driving, to logistics data for global supply chain analytics - data is essential to solving our toughest challenges in business, science, and society. Founded in 2018, we’re headquartered in Berlin with a global customer base, an international team, and backed by top VCs from the US and EU.
Learn more about us here: https://datarade.ai/company/careers

MINIMUM QUALIFICATIONS:

• 2+ years of B2B SaaS experience in customer-facing roles such as Customer Success or Account Management
• A proven track record of successfully managing a large customer portfolio and outperforming KPIs (e.g. NRR, RR, CR, NPS)
• Ability to leverage CRM, ticket management, and analytics tools to optimize customer success operations
• Customer-centric mindset and a hands-on entrepreneurial attitude to drive results
• Stellar communicator with fluent written and verbal English in a multicultural business context
• High levels of empathy and emotional intelligence in your daily work with customers
• Ability to motivate clients, foster positive relationships, anticipate challenges, and skillfully address concerns before they impact the customer experience

BONUS QUALIFICATIONS:

• Affinity for B2B software, technology, and fast-growing international work environments
• Experience with enabling software such as June.so, HubSpot CRM, and customer feedback tools
• Effortless ability to build and expand relationships with US clients based on a deep understanding of individuals and cultural context

ABOUT THE ROLE:

We are looking for an experienced Customer Success Manager to empower our US-based clients (data providers) to market, offer, and sell their data through the Data Commerce Cloud (DCC). As we expand our presence in North America, you will be the go-to person for empowering data providers - your knack for understanding businesses will be crucial for driving client onboarding, customer satisfaction, retention, and expansion. Client success is an integral part of our business model, it is not just a simple post-sales job. Only if our clients win, we win.
The location is in Berlin, Germany, and you will align your working hours with the US time zone to ensure seamless collaboration with our North American clients.

WHAT YOU WILL DO:

• Be the trusted advisor for our data providers in the American market across the entire customer lifecycle
• Maximize customer happiness and retention through ongoing positive relationship management with our clients
• Drive the onboarding process of new data providers and get them deeply invested in the product (DCC)
• Engage and nurture your client portfolio (40-60 accounts) through day-to-day communication to maximize adoption and usage
• Leverage all usage data and analytics tools available to proactively identify upselling opportunities, assure renewals, and prevent churn
• Collaborate and liaise with our internal teams, including product & design to ameliorate our customer’s platform experience
• Craft impressive success stories of data providers that we share with our network of clients and prospects