Customer Success Manager (m/w/d)

Your mission

Customer Development & Relationship Management

• Build and maintain strong relationships with customers, from onboarding to strategic and contractual discussions with key decision-makers.
• Participate in quarterly business reviews, monitor market and customer developments, and translate business needs into service improvements.
• Align customer expectations with internal teams and sales, balancing different interests to ensure long-term customer satisfaction.

• Develop annual account plans and budgets focused on customer objectives, satisfaction, contract performance, and revenue growth.
• Define, prepare, and manage Service Level Agreements (SLAs), evaluate existing contracts, and propose improvements.
• Coordinate service delivery requirements, customer consultation structures, invoicing, and customer documentation.

• Monitor service delivery against agreed costs, quality standards, SLAs, and customer satisfaction targets.
• Coordinate internal teams and suppliers, manage escalations and complaints, and ensure timely communication and resolution.
• Analyze service performance, support audits, and drive continuous improvement to prevent issues and enhance service quality.

• Identify opportunities to expand services and collaborate with sales teams to follow up on leads, quotations, and orders.
• Analyze service reports and KPIs, provide management insights, and advise on service quality and performance.
• Work with finance and customers to resolve billing disputes and support effective decision-making.

Your profile

• Bachelor’s or university degree or equivalent working and thinking level 
• Several years of customer success management experience
• Experience in managing/coordinating teams
• Financial knowledge of credit control and turnover monitoring
• Knowledge of IT, cloud and data centers 
• Excellent communication skills in both German and English.
• Strong attention to detail, analytical thinking, and problem-solving skills.
• Customer-oriented, commercially minded, and confident in advising and negotiating with customers.
• Strong relationship management and stakeholder engagement skills.
• Proactive, performance-driven team player with an innovative mindset and a passion for continuous improvement.
• Ability to translate strategy into action and drive results.

Why us?

• Berufliche Perspektive am Puls der Digitalisierun
• Flache Hierarchien und Du!-Kultur über die gesamte NorthC Gruppe
• Ein hybrider und flexibler Arbeitsplatz – arbeite im Office oder von zu Hause
• Top Sozialleistungen wie einer Betrieblichen Altersvorsorge
• Regelmäßige Mitarbeiterevents zur Stärkung und Förderung der Unternehmenskultur und der Mitarbeiterwertschätzung
• Kostenlose Zwischenverpflegung (Wasser, Kaffee, Tee, Obst)
• Möglichkeit der Nutzung eines Jobrades
• Mitgestaltung von Prozessen und Innovationen