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For Companies At a Glance
- Tasks: Help customers maximise value from our platform and build strong relationships.
- Company: Join a leading company in computer and network security with a focus on customer success.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Be the voice of the customer and drive impactful change in their experience.
- Qualifications: 2+ years in customer success and fluent in English and German.
- Other info: Dynamic role with a chance to work with Fortune 500 companies.
The predicted salary is between 36000 - 60000 ÂŁ per year.
At Abnormal we seek a Customer Success Manager who is passionate about helping customers fully realize value from our platform and partnership. The role is the primary interface between the customer and our internal teams, focusing on stakeholder relationships, ROI, and continuous improvement.
About You
- 2+ years of experience in a CSM capacity, with 5+ years in an enterprise SaaS product support environment.
- Fluent in English and German.
- Proven track record of building longâlasting executiveâlevel relationships (CISO, CIO) at Fortune 500 companies.
- Strong analytical and organizational skills, able to understand and review the financial return or ROI of customers' investments.
- Excellent written, spoken, and presentation skills, able to communicate effectively at all organizational levels.
- Experience in introducing and reviewing new product features, best practices, and following up with customers to advance platform adoption.
- Technical troubleshooting skills, preferably from a support or SE background.
- Knowledge of Internet and networking technologies, including email security products.
- Proficient in case management systems and CRM tools (e.g., SFDC, JIRA).
- Bachelor of Science in Computer Engineering, Computer Science, Electronics and Communications Engineering, or equivalent work experience.
Key Responsibilities
- Serve as the voice of the customer, providing internal feedback to maximize customer value and retention.
- Schedule, prepare, and deliver Business Reviews that prove ROI, driving renewals and expansion.
- Increase customer adoption of key platform features and best practices to maximize ROI and retain satisfaction.
- Maintain deep understanding of our product and roadmap, guiding customers to success.
- Educate customers on relevant features and functionality tied to their specific requirements.
- Understand industry trends, business challenges, and use cases to guide customers as a trusted advisor.
- Develop and nurture Abnormal Security champions within customer organizations.
- Engage senior decision makers to shape Success Planning informed by evolving emailâsecurity strategies.
- Collaborate with account teams and internal stakeholders to formulate and maintain Success Plans with measurable metrics.
- Proactively monitor customer health to address risks or issues, and identify remediation options before they arise.
- Partner with account teams (Account Executives, Sales Engineers, Support Engineers) to ensure renewal and expansion.
- Monitor user trends to recommend riskâmitigation actions to internal teams (Product, Support, Services).
- Coordinate internal actions and schedule customer calls to address case issues and ensure all commitments are met.
Customer Success Manager - German Speaking in London employer: Abnormal AI
Contact Detail:
Abnormal AI Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Success Manager - German Speaking in London
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and donât be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that a CV just canât.
â¨Tip Number 2
Prepare for interviews by researching the company inside out. Know their products, values, and recent news. This shows youâre genuinely interested and helps you tailor your answers to what they care about most.
â¨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are with your responses, the better youâll come across during the real deal.
â¨Tip Number 4
Donât forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Success Manager - German Speaking in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Success Manager. Highlight your experience in SaaS and any relevant achievements that showcase your ability to build relationships and drive ROI.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your skills in both English and German make you the perfect fit for our team.
Showcase Your Analytical Skills: Since this role involves understanding financial returns, be sure to include examples of how you've used your analytical skills to improve customer satisfaction or drive adoption of new features in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you donât miss out on any important updates!
How to prepare for a job interview at Abnormal AI
â¨Know Your Product Inside Out
Before the interview, make sure you have a deep understanding of the company's product and its features. Familiarise yourself with how it addresses customer needs, especially in the context of email security. This will help you demonstrate your ability to guide customers effectively.
â¨Showcase Your Relationship-Building Skills
Prepare examples of how you've built long-lasting relationships with executive-level stakeholders in previous roles. Highlight specific instances where your efforts led to increased customer satisfaction or retention, as this is crucial for a Customer Success Manager.
â¨Be Ready to Discuss ROI
Since the role focuses on proving ROI, come prepared with metrics or case studies from your past experiences. Be ready to discuss how youâve helped customers realise value from their investments and how you plan to do the same in this new role.
â¨Demonstrate Your Analytical Skills
Brush up on your analytical skills and be prepared to discuss how you approach problem-solving. You might be asked to analyse a hypothetical customer scenario, so think about how you would assess their needs and recommend solutions that drive platform adoption.
