Ix481 | Afterhours Customer Success Manager

Customer Success Manager - German Speaker

About the TeamThe global Customer Success team is integral in creating long-term value for our customers and ensuring their success with our technology. This team is highly regarded as trusted advisors that guide and advocate for our extensive portfolio of customers. Working closely with customers, Customer Success plans SaaS implementations, onboarding, trainings, and ongoing support. This team also identifies opportunities and challenges from customer engagement with our solution and takes action to resolve challenges and foster expansion of usage and value over time.

OverviewThe AfterHours Customer Success Manager is an entry-level position in the CS organization, working with customers on general maintenance and support for new and ongoing implementations. The CSM may serve as the direct contact for exchange managers and contract signers to address inbound questions and issues, supporting sales and collaborating with internal teams. Under the guidance of senior CS professionals, this role applies professional concepts, company policies, and procedures to resolve routine issues. It prepares employees for advancement to a Senior CSM role.

Responsibilities

Coordinate and complete projects within the Customer Success team.

Conduct customer onboarding and platform training.

Develop familiarity with relevant concepts, practices, and procedures.

Work closely with assigned sales teams.

Define project scope, determine features and functionality, and liaise with key contacts throughout active projects.

Manage customer relationships and expectations, liaising with sales and internal teams.

Perform other duties as assigned.

Qualifications

Passion for customer success.

Strong presentation, communication, technical, and problem-solving skills.

Experience in customer service.

Business-level fluency in English and native German.

Ability to work evening hours with flexibility for off-hours and ongoing mobile / email monitoring (working hours 3 :

00 – 11 :

00 PM CET).

EducationBachelor's degree preferred.

Additional Information

Minimal travel required.

Primarily remote role, with occasional presence in Madrid, Spain, for onboarding purposes.

EEO Statement / Non-agency DisclosureWe encourage applications from all backgrounds, especially from under-represented groups, to bring diverse perspectives to our team. We do not accept unsolicited resumes from recruiters or agencies unless explicitly requested.

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