As the Manager of Customer Success EMEA Enterprise, you will tackle new challenges and help to scale, strengthen and lead the EMEA Enterprise Customer Success team. Your responsibility is to develop and lead a highly skilled team of customer success managers and ensure that our enterprise customers in EMEA achieve their expected business outcomes with Beekeeper.

Your Responsibilities

Lead, inspire and develop a highly motivated team of CSMs, including hiring, coaching, motivation, professional development, and retention. Lead by example to cultivate and maintain Beekeeper culture and best practices within the team
Own forecasting, account assignments, processes, and capacity planning focusing on renewal, retention, growth and customer satisfaction
Interact with customers of all levels (VPs and Directors) through multiple channels (emails, chats, calls, and in-person meetings)
Partner with customers to understand their strategic goals, priorities, and desired business outcomes
Execute on all phases of the customer journey, including delivering onboarding, consulting on change management, leading strategy sessions, and partnering with Account Management counterparts on business reviews and renewal touch points
Drive usage, adoption and value realization in order to meet or exceed adoption and net retention targets by executing on Success Plans and delivering quarterly business reviews
Collaborate closely with Key Account Managers to identify expansion opportunities and growth within your customer portfolio
Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations
Handle customer/internal escalations and deal personally with difficult customer situations and issues. Work with the relevant teams to identify, prioritize and resolve customer issues in order to meet customer objectives and goals

What we look for in you

Fluency in written and spoken English and German
Minimum of 5+ years of relevant work experience, thereof two or more years of B2B experience working in Customer Success, Account Management, Consulting or Sales in an Enterprise Software context
Willingness to roll up your sleeves and lead by example
Proven leadership and interpersonal skills with the ability to successfully coach, lead and develop a team
Strong relationship skills, supported by strategic consulting skills and technical curiosity
Strong understanding of business drivers, processes and delivering solutions that meet customer's needs and expected business outcomes
Experience managing a book of high-value customer relationships. Ability to drive customer success and align within complex organizational structures, building trust and communicate effectively with a broad range of stakeholders, from C-Suite Executives to Department Leads to day-to-day Beekeeper users
Proven effectiveness with difficult customer situations and expectation management
Strong project management skills both internal and external
Driven, process-oriented person with the ability to effectively balance competing priorities and make decisions that best support Beekeeper, the team, and the customer
Demonstrated ability to handle complex problems in a structured and efficient manner
Excellent communications skills, both in written and verbal communications, with the ability to deliver effective group presentations, group facilitation and one-on-one consultation
Tech-savviness and interest in next-generation customer experience technology and products

Bonus Points

Working experience in a SaaS company
Background in Software Consulting or Project Management for enterprise customers
Technical understanding of Frontline Worker SaaS landscape
Technical knowledge of APIs
Experience in conducting in-person or online workshops

Who we are

Beekeeper believes in the potential of every single employee. That’s why we’ve built the essential platform for frontline workers. We put all company communications and tools in one place, empowering frontline employees to be more agile, productive, and create a safer workplace.

We are based in Zurich and Oakland with additional offices in Berlin and Krakow. These locations support users in more than 150 countries.

To check out of Perks and Benefits, please see our FAQ page

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Manager of Customer Success, Enterprise (Berlin)