Customer Success Manager (German Speaking)

Customer Success Manager (German Speaking)

We are looking for a talented Customer Success Manager (CSM) to join our CSM team. In this role, you will play a key part in delivering happiness for our customers in EMEA.

You will be responsible for managing a portfolio of customers in the DACH region connecting with customers and building strong relationships while ensuring successful deployment and long term value from Zoom. Delivering and maintaining successful outcomes, satisfaction and happiness while driving adoption, retention & revenue growth. 

What you can expect

As an entry-level Customer Success Manager, your purpose is to build relationships with clients, ensuring their satisfaction and success. You'll provide guidance, support, and strategic advice to help them maximize the value of our products and services. Your proactive approach will drive retention and growth.

About the Team

Customer Success managers play a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What we’re looking for

• This is an entry-level customer success role
• 2 years of work experience in large-scale customer success environment working with stakeholders

Responsibilities:

• Developing and maintaining long-term relationships with stakeholders within assigned accounts

• Planning and conducting onboarding and training for new customers

• Conducting ongoing account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature and product releases

• Closely managing and nurturing accounts to identify and eliminate risk & churn

• Driving and supporting both retention & growth of revenue

• Creating and delivering monthly reports to highlight customer successes and providing ongoing recommendations for further optimization

• Analysing customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed

• Collaborating with key internal stakeholders, with demonstrated ability to take direction and produce required results

Requirements:

• 2+ years experience of CSM experience within a SaaS/UCaaS environment 

• Fluent written and spoken professional level English & German is a must

• Confidence working with data; analysing trends, identifying risks and opportunities and using findings to drive strategy and actions

• Ability to demonstrate strategic account planning competency across a varied portfolio

• Ability to prioritise workload; strong time management skills required

• Ability to deliver customised & engaging presentations and demonstrations via video conference & in-person where applicable

• Confidence building relationships and working with key contacts of all levels 

• Ability to leverage relationships and knowledge to identify customer needs and objectives in order to deliver incremental value & opportunities

• CRM experience with Salesforce.com preferred

• Experience working with CSM tool such as Gainsight is a bonus

• Strong business acumen in regards to SaaS, UCassS industries

• Great interpersonal skills with a positive, can-do attitude & ability to work seamlessly autonomously and as part of a close knit team

• Exceptional capability & passion for internal collaboration; with the ability to influence, give and take direction and produce required results in what is often an extremely fast-paced environment

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment​
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.