Customer Success Manager - English & German
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AI Summary
Build and maintain strategic relationships with mid-market and enterprise stakeholders in the DACH region to drive platform adoption and business outcomes. Manage the full customer lifecycle, including onboarding, renewal processes, and identifying expansion opportunities to ensure net revenue retention.
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 Busuu’s 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.
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 organisational 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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