Customer Success Manager - EMEA

Job Title: Customer Success Manager

Level: Senior

Working Hours: Full Time (40h/Week)

Location: Remote (Europe)

Your Team 👥

You will report to our Head Of Global Customer Success and join the Customer Success team. On TheOrg you can view the complete structure of our organisation, including information about every team member, hiring managers and the size of each department.

Your Responsabilities ✏️ 

You will be responsible for negotiating with enterprise & government customers to retain, upsell and renew their accounts. You will partner with customers to help them achieve a declared state of success powered by the ultimate open-source communications platform. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer's business to provide confident, expert-driven leadership to your assigned accounts.

Mandatory Hard Skills 🎯

• Fluent in English;

• Experience with customer training and product presentations;

• Proven experience in Customer Success area;

• Experience with B2B and SaaS solutions; 

• Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV);

• Solid experience in customer retention and nurturing relationships with enterprise-level stakeholders;

• Be passionate about technology demonstrated by your in-depth technical knowledge;

• Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models.

Desirable Hard Skills 💕 

• German fluency is highly desirable;

• Fluency in French is an additional qualification;

• Previous experience with any on-prem or high-touch products is a plus;

• Previous experience with open source is a plus.

Soft Skills ✨

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;

• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;

• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment; 

• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;

• Share: Communicating openly and transparently, ensures clarity and honesty in interactions. 

What You'll Do 🖥️

• Responsible for onboarding, retention, and customer relationships in general;

• Responsible for negotiating with the customers to retain and upsell their accounts; 

• Ensure the satisfaction, engagement, and retention of your customer portfolio;

• Guide the customer throughout the onboarding process (handoff, kickoff, and training);

• Configure our product according to the customers' needs and expectations;

• Map the customer's primary pain points and difficulties when using the product and develop action plans to address them adequately;

• Monitor indicators of NPS, Churn, Health Score, and others;

• Track engagement metrics;
  Provide remote training according to the customer’s needs;

• Define, monitor, and ensure the achievement of Success Milestones with customers;

• Help to drive deeper & wider into the account – identifying requirements for additional resources from other departments within the customer, customer alternatives (i.e., other means of handling their current requirements), and potential internal sponsors;

• Be the customer's primary interface, facilitating discussions and coordinating efforts to promote improvements in the platform and internal processes;

• Maintain active & proactive contact with customers.

Benefits ✨

• Flexible Working Hours

• Fully Remote

• Unlimited Paid Time Off

• Holidays and Vacation Days

• Company Laptop and Headphone

• Remote Benefit

• iTalki

• Courses and Books 

• Stock Options

• Multicultural environment with colleagues in over 26 countries

• Vibrant Company Culture

Check out our handbook to dive into each of our awesome benefits! At Rocket.Chat, we have tailored base pay ranges according to work locations. This approach ensures that we can competitively and consistently compensate our employees across different geographic markets.

About Rocket.Chat 🚀

‍Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, it enables collaboration between colleagues, partners, customers, communities, and even platforms without compromising data ownership, customizations, or integrations.

Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure. As Rocket.Chat we believe in reconnecting the world, one conversation at a time!