Senior Customer Success Manager

The Customer Success Team at Seismic is the trusted advisor for building relationships, driving product adoption, and empowering customers to drive business outcomes.

As a Senior Seismic Customer Success Manager for our Central European region, you will be the champion of some of our largest clients' investment by driving success of their use cases, increasing adoption of our platform, and ensuring retention. You will lead with best practices, strategy, and knowledge of our product lines to help challenge and inspire your clients to achieve their business initiatives through our technology.  As the clients' internal advocate, you will act as their escalation point, ensure release readiness, engage with product to capture enhancement requests, execute quarterly business/metric reviews and foster senior level relationships. You will also be part of the high-growth team in Seismic Europe, helping to grow the company’s presence in the region and further establish Seismic as the Global leader in Sales Enablement. 

 
Who You Are: 

• You love engaging and developing trusted advisor relationships with stakeholders of all levels, including VP and above, as well as cross organisational teams tied to the client’s Sales Enablement Strategy 
• You are excited about working in a fast-paced, team-oriented organisation 

• Client satisfaction and driving value is of utmost importance to you 
• Fluent/Native German and English speaker

What you will be doing: 

• Owning a small portfolio of high value, strategic accounts with minimal oversight but full support from cross-functional teams
• Building a Trusted Advisor relationships from practitioner to VP and C-suite levels in your accounts, helping to ensure renewals and uncover opportunities for cross-sell/upsell/engaging professional services
• Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using Seismic, finding ways to align the two, and ensuring Seismic delivers value against agreed success criteria whilst communicating this value/ROI throughout the customer lifecycle
• Identify risks to the customer achieving their desired success and business objectives and mitigate accordingly
• Responsible for the renewal and expansion success of all assigned accounts. You ensure that the customer derives maximum value from their investment in Seismic, utilizes all of their licenses, identifies new opportunities, and collaborate with Sales to ensure growth and expanded footprint
• Leading regular business reviews in which you make data-driven recommendations for how to increase value and platform adoption for your accounts
• Leading Executive Business Reviews at least 1/year, which bring together senior stakeholders from Seismic and your customers to align on vision and partnership
• Providing account transparency by tracking client data in Gainsight, our Customer Success application, and using this data to identify, forecast, and mitigate risks proactively
• Providing regular product roadmap updates, ad-hoc troubleshooting, ongoing training for existing customers and other services and support activities as required
• Serve as a customer advocate in driving Seismic best practices into each desired use-case
• Ensure customers are “release ready” by reviewing feature releases as they pertain to the client’s business needs and strategies
• Develop and maintain long-term relationships with all key stakeholders in your account portfolio

• Develop references and customer success stories for the business

What you bring to the team: 

• BA/BSc or higher or equivalent work experience (MBA or Advanced degree preferred)  
• 6+ years of experience in a client/stakeholder management role, preferably in SaaSwith a track record of strong customer relationships and rapport 

• Proven track record of revenue generation within assigned accounts
• Fluency in English and German
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Capability as a credible and effective consultant/coach at the executive level down to facilitate change management
• Experience working with complex, multi-product technology platforms
  • Expertise managing large, complicated accounts and projects at the most senior level
  • Experience with account portfolio planning and prioritization
  • Executive presence and excellent communication abilitieswith the ability to effectively navigate and mediate conflict 
  • Experience coordinating cross-functional teams (e.g. Sales, Product, Marketing, Services), preferably in a remote environment
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Critical thinking, analysis, troubleshooting, and problem-solving expertise
  • Ability to take initiative and adapt
  • Positive attitude, empathy, and high energy
  • Travel Approximately 20-40%