Customer Success Manager

Cybersprint protects organisations by providing real-time insights into their online footprint. We make them aware of the current digital risks on their online channels: Web, Mobile apps, Netblocks, Social Media, IoT, and the Deep & Dark Web. Our unique Digital Risk Protection platform automatically detects all online vulnerabilities from known, to hidden and fake online entry points. We map the online attack surface and advise on mitigating actions. This will improve any organisation’s cyber security compliance.

CUSTOMER SUCCESS MANAGER @ CYBERSPRINT

At Cybersprint we deliver a state-of-the-art SaaS solution to our customers. Depending on the type of customer, desired integration(s) and modules that are purchased we need to support our customer during onboarding in various ways and support them throughout the entire customer journey. We are now looking for a Customer Success Manager that is eager to support our customers is the best possible way throughout the customer journey. You will serve as a trusted advisor and build a loyal customer community.

 KEY RESPONSIBILITIES

• Own the ultimate responsibility for the customer’s on-boarding, adoption, potential expansion and advocacy across a portfolio of customers
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map features and associated business benefits to address their needs
• Tracking customer KPIs aligned with their business to show success
• Partner with Sales to build a mutual success plan around customer retention
• Serve as primary contact for our customers
• Manage the customer relation on tactical/strategic level
• Translate customer’s strategy into their customer journey
• Provide feedback to the other teams regarding product and service improvements;
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base;
• Focus on customer satisfaction and retention
• Be the go-to person with in-depth knowledge on the Cybersprint platform

ABOUT YOU

• General understanding of how modern web applications work
• Several years of experience in managing complex customers
• Excellent problem-solving skills
• Excellent English and grammar skills
• German language proficiency would be a plus
• You possess experience in SaaS/agile software environments
• You have knowledge of SaaS solutions, integrations and industry standard tooling
• You understand customer centricity like no other
• You have high attention to detail
• Ability to manage the full customer experience by having highly skilled techies, eager sales managers and other supporting roles work together
• You learn fast and can quickly act in a fast-growing environment
• Hands-on mentality combined with the ability to manage multiple customers at the same time of different complexity
• You are process minded but can also show flexibility when needed
• You have a driving license

 THE IDEAL CANDIDATE PROFILE

• You are able to quickly understand how customers use our solutions
• You are keen to support the rapid growth of Cybersprint and are willing to contribute in growing the business
• Understands what it’s like to work in a fast-paced environment
• Has worked with SaaS solutions and integrations
• Experience in sectors like Government, Financial Services and Retail
• No 9-5 mentality, at Cybersprint we work hard, play hard

WHAT WE OFFER

• Terms of employment are competitive with the market (including company phone, laptop, and participation in the pension plan)
• A position within the company with a strong focus on technical, professional and personal growth
• We offer to coach and train you to further develop your skill set
• An informal work environment within an enthusiastic and highly skilled team
• An opportunity to make the world a safer place