We are seeking a driven and experienced Senior Customer Success Manager to join our team in Berlin. In this role as a trusted advisor, you will play a pivotal role in ensuring the success and satisfaction of our clients. Your responsibilities will encompass the entire customer journey, including onboarding, support, account management, renewals and upselling.

🚀 Your responsibility:

• Committed to guide our customers from day one in defining and achieving their goals
• Create an optimal SaaS customer experience throughout the entire customer journey, including onboarding, support, account management, and upselling.
• Conduct regular check-ins with clients to gather feedback, assess satisfaction levels, and identify areas for improvement
• Analyze client engagement metrics to uncover potential upsell or cross-sell opportunities
• Proactively address client concerns and escalate issues as needed, collaborating with internal teams to ensure timely resolution
• Develop targeted communication strategies across various channels for your clients

👀 You'll be successful with these skills:

• Around 4+ years of experience as a Customer Success Manager responsible for a large customer portfolio in a B2B SaaS start / scale up
• Empathetic listener with excellent communication skills and the ability to effectively engage with stakeholders at all levels
• A strategic analytical perspective paired with a deep commitment to accountability and ownership
• Experience in conducting negotiations
• A structured approach to work and the ability to prioritize effectively
• Capability to thrive in a fast paced environment, embrace new challenges and maintain a proactive and optimistic mindset
• Proficiency in CRM software (e.g. Hubspot) and other relevant tools (e.g. Excel)
• Proficiency in designing and delivering presentations
• Excellent German and English language skills

🤩 What you get:

• Responsibility and creative freedom in your role
• Opportunities for personal and professional development
• Free access to the nilo app
• Option to take workations
• Flexibility to work from home (50%)
• Discounted membership in the Urban Sports Club
• Regular team and company events
• Bring your dog to the office :)

nilo.health embraces diversity. We strive to create an inclusive workplace where everyone feels welcome, psychologically and physically safe. All applicants will be considered for employment without regard to different ethnic/racial origins, age groups, religions/ideologies, sexual orientations, gender identities, abilities, socio-economic statuses, educational backgrounds, family arrangements and/or any other characteristic.

We would like to encourage you to apply even if the technical requirements cannot be met 100%.