XENSAM: SAM DISRUPTERS

Xensam is the leading provider of AI-powered, cloud-hosted Software Asset Management technology. We’re looking for key players to join us as we scale our impact and build the Xensam team together. We take our culture seriously and strive to maintain the excellence, energy & enthusiasm that flows through the organization today.
We look for candidates who are passionate about what they do and ready to work the Xensam way. We know that experience counts, but we also know that it’s you, the person behind the experience, that makes it count.

QUALIFICATIONS

• At least 3 years of experience working as a Customer Success Manager or Key Account Manager.
• Experience in the field of SaaS.
• Experience with support tools and platforms like HubSpot.
• Excellent presentation and organizational skills.
• An innovative self leader that is service minded.
• Superior communication skills in written and spoken English and German.

ABOUT THE ROLE

As a Customer Success Manager, you will be a key player in building and maintaining a strong relationship with our customers to ensure their success, satisfaction and expansion. You will be responsible for the full customer journey from onboarding through renewal, with a high focus on proactive churn reduction, proof of the value and striving for a higher product adoption.

RESPONSIBILITIES

• Act as the primary point of contact for assigned customers, building trusted advisor relationships.
• Conduct regular check-ins and Business Reviews to ensure customers are satisfied and achieving their goals.
• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of our products/services.
• Address and resolve customer concerns promptly, escalating issues when necessary.
• Renew accounts to enhance customer retention with timely management.
• Gather feedback through surveys and product usage data, identifying trends to share with internal teams.
• Represent customers’ needs and success stories to drive customer-centric improvements across the company.
• Keep educational, power points and self-service resources up-to-date.
• Anticipate customer needs by analyzing usage patterns, engagement metrics, and feedback.
• Manage and update customer information in the CRM system, ensuring data accuracy and tracking all customer interactions. Use the CRM to monitor customer health, manage tasks, and maintain a clear view of the customer lifecycle.