Enterprise Customer Success Manager - German Speaking

1 month ago
Full-time
Senior
Customer and Technical Support
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Act as the primary interface between the customer and Abnormal internal teams, serving as the voice of the customer and providing product/feedback insights.
  • Schedule, prepare, and deliver Business Reviews that prove ROI and support renewals and account expansion.
  • Drive customer adoption of key platform features and best practices to maximize ROI, adoption scores, and long-term retention.
  • Maintain deep product and roadmap knowledge and educate customers on relevant features and functionality tied to their requirements.
  • Establish and nurture strategic, trusted-advisor relationships with senior stakeholders (including CISOs/CIOs) to align on objectives and best practices.
  • Develop and cultivate internal customer champions who advocate for the platform based on positive outcomes.
  • Formulate and maintain Success Plans with internal account teams and customer stakeholders, including success metrics tied to customer goals.
  • Proactively monitor customer health, triage risks, escalate issues, and identify remediation options before they impact retention.
  • Coordinate cross-functional actions (Support, Product, Engineering, Sales) to resolve customer issues, stabilize recurring problems, and ensure commitments are met.

Requirements

  • 2+ years experience in a Customer Success Manager capacity and 5+ years experience in an enterprise SaaS product support environment.
  • Fluent in English and German.
  • Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent technical experience; non-graduates considered with strong communication and technical background.
  • Proven experience building and developing long-lasting executive-level relationships at F500 companies, including with CISOs and CIOs.
  • Demonstrated track record of measurable customer success (health scores, account retention/growth, percentage of referenceable customers).
  • Strong analytical and organizational skills, including ability to understand and review ROI on customer investments.
  • Strong written, spoken, and presentation skills for communicating with all organizational levels.
  • Experience with technical troubleshooting, previous support or Sales Engineering experience, and familiarity with internet/networking technologies and email security products.
  • Experience using case management systems and CRMs (e.g., Salesforce, JIRA) and coordinating cross-functional escalations.

Interested in this position?

Apply directly on the company website

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