Customer Success Manager (m/w/d) Deutsch und Englisch

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We’re scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.

Our values ✨

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence: We think that every detail counts, and we place great importance on the quality of our deliverables.

• Trust: We are passionate, committed, and free to act with autonomy.

• Happiness at work: We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team 🧑‍🤝‍🧑

As our new Customer Success Manager, you’ll be joining the Berlin office to support with our DACH clients while becoming part of a global community of over 20 CSMs. Your mission is to ensure our clients use our tool, are satisfied, and renew their contracts. This is a unique opportunity to take ownership of a key market and make a real impact on the growth and success of our DACH operations.

You’ll be mentored by Theo, your future manager, who brings over 8 years of experience at UpSlide. With deep product, client, and market knowledge, he is the perfect guide to help you thrive in your role and grow your career.

At UpSlide, we believe in fostering a positive and collaborative work environment. Here are some of the team rituals that contribute to our vibrant culture:

• Annual seminar in Paris: This event, hosted at our Paris headquarters, serves as a unique opportunity for teams to connect, collaborate, and enhance the overall cohesion of the UpSlide global family.

• Team lunches: We often go out for team lunches to celebrate wins, reflect on projects, socialize as a team or try out new restaurants!

• Monthly social events: Once a month, we organise social events, ranging from team-building activities to casual outings

Team goals 🎯

Here is what the sales funnel looks like at UpSlide:

• Business Development Representatives: Client prospection

• Account Executives: Contract signing and renewal signing

• Consultants: Tool implementation and training (for smaller clients)

• Customer Success Managers: Training, adoption, client satisfaction, account expansion, and long-term relationship nurturing

Your responsibilities 🖋️

Client satisfaction, adoption, and renewal

• Build and nurture strong relationships with key stakeholders within customer organisations, becoming a trusted business advisor

• Training new users to ensure they can use all the UpSlide features effectively

• Master and enrich your client knowledge and UpSlide product knowledge to be your clients’ go-to source of knowledge and advice

• Establish clear retention goals and process milestones for the client and collaborators to work toward

• Deliver engaging and thorough training sessions to clients to ensure great adoption

• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs

• Lead business reviews and introduce your client to new features relevant to their use case

• Organise webinars to train your clients on specific features

• Assist in creating training courses and educational materials for our clients

• Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide’s benefits and value across the client’s business

• Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities

• Lead workshops with our Product team to represent your clients’ voice

Data analysis and innovation

• Analyse your clients’ usage statistics to boost usage through training sessions, webinars, etc.

• Collect and process customer feedback through surveys

• Optimise existing processes within the company and actively enhance customer success initiatives

• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter

• Organise events to promote UpSlide

• Work with your manager and team to continually uplevel our white-glove services, offerings, and scalability

Your goals ⚡

What you will be assessed on:

• Net retention rate (NRR)

• Churn rate

We strongly believe in helping our employees grow within the company and have built a clear career path.