Flatrock
Customer Success Manager - English & German
City of London
£27k/yr
Posted 1 day ago
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Main responsibilities
- Build strong, trusted relationships with mid-market and enterprise stakeholders in the DACH region, becoming a strategic partner in their language-learning initiatives.
- Deliver a smooth onboarding experience, ensuring customers successfully adopt the platform, maximize engagement, and achieve measurable business outcomes.
- Monitor customer usage and KPIs through dashboards, sharing insights and best practices that demonstrate ROI and drive business outcomes.
- Own the renewal process across your portfolio, including surfacing risks early, building renewal plans, and collaborating with Sales on strategy where needed.
- Identify and qualify upsell and expansion opportunities that align with customer needs and contribute to net revenue retention.
- Present clear, data-driven insights to influence customer decision-making and internal learning strategies.
- Share market and customer feedback with Product, Sales, and Marketing to help shape the roadmap and commercial positioning.
- Stay informed on trends in the DACH corporate learning and EdTech landscape to provide relevant, consultative guidance.
- Generate customer advocates, case studies, and success stories that highlight engagement, outcomes, and ROI.
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Requirements
- Native-level German and fluent English
- Minimum 2 years of experience in Customer Success, Account Management, or similar client-facing roles within a SaaS environment
- Experience managing mid-market or enterprise customers, ideally with multi-stakeholder relationships
- Ability to interpret customer data and use insights to demonstrate ROI and influence decision-making
- Strong consultative approach with a customer-centric and solutions-focused mindset
- Ability to collaborate effectively with cross-functional teams such as Sales and Product
- Strong organizational skills and the ability to manage multiple accounts and priorities at once
- Confidence working with CRM systems, dashboards, and common SaaS tools
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Skills
Customer Success
Account Management
SaaS
German
English
Stakeholder Management
Data Analysis
CRM
Upselling
Renewal Management
Consultative Selling
EdTech
KPI Tracking
Cross-functional Collaboration