Senior Customer Success Manager - German speaker

The Senior Customer Success Manager - German speaker will be a trusted advisor and single point of contact for customers, guiding them on their post-sale journey to maximize the value of their ServiceNow investment. The role combines strategic thinking, customer relationship management, and operational excellence to ensure customers receive the most value from their ServiceNow products.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Fluent C-level German and English
• Experience in SaaS or IT Industry: Strong knowledge of ServiceNow or similar SaaS platforms.
• Proven Customer Success Track Record: A history of driving successful business outcomes for customers, ensuring high levels of satisfaction, adoption, and renewal.
• Relationship Building: Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders, including C-level executives.
• Analytical & Problem-Solving Skills: Strong quantitative analysis abilities, with a knack for assessing customer needs and identifying opportunities for improvement or expansion. Comfortable using data to drive decision-making.
• Entrepreneurial Mindset: A creative, high-energy, self-starter who thrives in fast-paced, ambiguous and dynamic environments. Ability to manage multiple initiatives independently and drive initiatives to completion.
• Collaborative and Cross-Functional: A team player with the ability to work across various internal functions (Sales, Product, Support) to ensure alignment and success for the customer.
• Excellent Communication: Exceptional written and verbal communication skills. Comfortable presenting to senior stakeholders, both internally and externally, and able to tailor communication for different audiences.

Benefits

• Drive business outcomes and ensure customers achieve their objectives and maximize the value of their ServiceNow investment.
• Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization and align ServiceNow's solutions with their business goals.
• Drive adoption and product utilization across your accounts, ensuring customers gain maximum value from their ServiceNow products.
• Create tailored success plans for each customer, with clear milestones and outcomes.
• Lead issue resolution and proactively monitor customer health, addressing potential risks and escalated issues in a timely and collaborative manner.
• Drive innovation and advocacy by sharing customer success stories and helping create new use cases that showcase the impact of the platform.
• Cross-functional collaboration to align on strategy and ensure a cohesive experience for customers.