Digital Customer Success Manager, DACH Market

Aircall

Berlin Office Hybrid permanent

Posted: February 11, 2025

Job Description

Based in Berlin or Paris - we are looking for engaged and passionate Customer Success Manager to join our multicultural team.

Customer Success is at the heart of Aircall. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base to ensure they help their businesses grow with Aircall.

Key Responsibilities::
• Oversee a pool of customers and drive them to successful value realization
• Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall’s customer base
• Help in evaluating and implementing metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks
• Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards and feedback channels
• Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources
• Engage with customers to upsell additional product/services of value as data driven opportunities are flagged
• Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides)
• Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations
• Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations
• Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs
• Share new ideas to delight our customers

Qualifications::
• A first experience in a sales and/or Customer Success Management position is required
• Excellent verbal and written communication skills
• Native in German is a must
• Bilingual in English is mandatory
• Passion for consistently providing excellent customer experience
• Comfortable managing several tasks and issues in a fast-paced environment
• Previous experience in a similar environment would be appreciated.

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