Customer Success Manager – B2B SaaS (m/f/d) // Lumiform at LumiformPosted on: 04/23/2021
Location: Berlin, Germany (ON-SITE)
** **Attention: German & English fluency required for this job** ** Lumiform is a VC-backed SaaS start-up based in Berlin, operating globally. We help companies and frontline workers to drive operational excellence and optimize quality while saving time and money by replacing their paper-based inspections with a simple and intuitive app. Internal inspections take place in all major industries worldwide - most of them are conducted with pen and paper: Cleaning documentation, risk assessments, maintenance reports, hygiene checks, documentation of safety walks and much more. With our digital solution, we are transforming this still untapped global market of €164 billion. We are looking for a highly motivated product advocate (m/f/d) who is passionate about putting safety and quality in the hands of every frontline worker. You live and breathe customer solutions, and never give up until the problem is solved. You’re a trusted advisor who partners with key stakeholders to understand their business, configure their environment, and deliver ROI through the entire customer lifecycle. **How can you make an impact: By educating our users on new products, features, best practices, and providing outstanding service, you can inspire our customers to engage with Lumiform and directly contribute to our rapid growth. By sharing innovative product improvement ideas with other internal teams, including sales and product, you can deliver a seamless global customer experience. **Your 1st & 2nd weeks will look like this:** * Learn the Lumiform application (desktop & mobile) and messaging. * Learn the tools necessary to be successful: Hubspot, Intercom, Jira, and internal communication channels like Slack or Notion. * Build relationships with your sales, product and QA counterparts * Leverage any opportunity you can to learn the market and the business * You will take over the first conversations via live chat with prospects and customers and will be supported by our Sales Managers. **3rd & 4th week:** * Continue to build on your core skills and product knowledge * Know what it takes to meet or exceed your goals and maintain the momentum to do so * Begin to expand your knowledge of Customer Success duties and responsibilities * Work with mentors to set goals for yourself to gain consideration for promotion (if desired) * Conduct your first customer onboardings yourself * You will give the first product feedback to the QA team and develop your first product update, which will go out to all users via email. **from 5th week onwards:** * You are perfectly trained and you step on the gas at the frontline. * You partner with clients to create and execute on a rollout plan * Driving adoption, retention, and advocacy of Lumiform * Implementing solutions, training customers and managing customer programs * Articulating a vision, strategy, and plans to customers * Working closely with Account Executives, Product and Support teams to find the best solution for our customers Perhaps you can already see that we are not a company with empty promises. We will train you to become a world-class customer success manager in the shortest possible time, show you opportunities and help you to develop personally. **Must-haves:** * Strong relationship and stakeholder management skills * Ability to actively listen, understand customer pain points and take action * You are always honest and open, better in a team, courageous and hands-on * You speak **German** **and English** fluently **Nice-to-haves:** * A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption * Familiarity with systems such as Hubspot and Intercom * The ability to look for big ideas that can create value for customers **Benefits** * The opportunity to join an international, fast-growing company at an early stage. * The opportunity to learn how to build a sales funnel in every single detail * A very nice office in the centre of Berlin Mitte at Torstraße * Always free coffee, water, and tea. Free beer and wine on Fridays * Flexible working hours and the possibility to work occasionally in home-office * An international working environment characterized by flat hierarchies, a great company spirit and an open feedback culture * Excellent professional development opportunities If this sounds like an opportunity, which is made for you, we are looking forward to your application!