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Client Success Specialist
hace 2 meses
About the Opportunity
Smallpdf GmbH is dedicated to enabling individuals and organizations to manage their documents with assurance and reliability. With a presence in over 70 countries, we are proud to support more than 6000 clients who rely on our PDF solutions for their essential business operations.
As a trailblazer in the PDF sector since 1994, we have played a pivotal role in defining the PDF standard as it stands today. Our offerings empower clients to operate efficiently through a diverse array of software solutions and developer components that they can depend on. Crafted with care and expertise, we foster an inclusive, supportive, and enjoyable workplace culture, while remaining committed to your professional growth.
Our team comprises seasoned professionals in PDF technology. We pride ourselves on being customer-centric, dynamic, and dedicated team members across various departments including product development, engineering, marketing, and sales. We uphold a shared set of values that guide our hiring process:
- Passion for Problem Solving
- Team Collaboration
- Continuous Learning and Improvement
- Accountability and Ownership
- Focus on Key Objectives
Join us in our mission to empower individuals and businesses to manage their documents with trust and confidence.
Role Overview
We are seeking a motivated, energetic, and passionate Customer Success Manager (CSM) to oversee our strategic client accounts. Your primary responsibility will be to manage your portfolio, ensuring client satisfaction and retention. You will work to keep clients engaged and encourage them to upgrade and expand their services.
On a daily basis, you will assist clients in managing their product usage, identify effective solutions for their document management needs, negotiate pricing, and facilitate technical discussions. Collaborating with Product Managers and Support teams will be essential to guarantee comprehensive customer satisfaction. Your role will focus on nurturing existing client relationships and identifying new business opportunities within your current accounts, which is crucial for customer retention and renewal rates.
Candidate Profile
- Proven experience in building robust business relationships with key stakeholders, decision-makers, and C-Level Executives for a minimum of 3-5 years.
- In-depth understanding of SaaS sales, with a history of securing multi-year, 4-6 figure contracts in a retention-focused environment.
- A self-driven, diligent individual who learns quickly and excels at communicating with multiple stakeholders simultaneously. Understanding clients' business and technical challenges is essential for this role.
- Ability to synthesize information from various sources into compelling value propositions while maintaining focus on achieving targets.
- Proficiency in German is required.
- Familiarity with HubSpot is a significant advantage.
Key Responsibilities
Client Relationship Management and Growth:
- Cultivate and maintain strong relationships with existing clients (direct, partners, resellers).
- Consult with clients to identify solutions for challenges in document lifecycle management.
- Lead negotiations on contracts and pricing.
- Gather client feedback and collaborate with Product Managers on future developments.
- Serve as the primary contact for specific accounts and client requirements.
- Act as a brand ambassador for our products and create customized sales presentations.
Account Management:
- Ensure clients receive services within budget and meet their expectations.
- Accurately manage key accounts in the CRM system (HubSpot).
- Document all client interactions, including calls, emails, and meetings.
- Identify opportunities for enhancing efficiency and effectiveness.
- Monitor client satisfaction and proactively address concerns to maintain high retention rates.
- Develop strategic plans and proposals for revenue expansion opportunities.
Strategy and Revenue Enhancement:
- Focus on strategies to retain revenue from existing clients.
- Analyze and refine tactics for identifying revenue opportunities.
- Collaborate with the Sales Leadership Team, Product Managers, Marketing, and Customer Support to improve operational efficiency.
- Ensure our products set clients up for success.
Why Choose Smallpdf GmbH
Make a meaningful impact on how over 1000 B2B clients accomplish their tasks each month.
Embrace innovation and learn from challenges—this is how we grow.
Enjoy the flexibility of a hybrid work model, with opportunities to collaborate with your team in person.
Benefit from 16 weeks of parental leave—fully paid for both mothers and fathers.
Take advantage of 30 vacation days—yes, you read that correctly.
Bring your pets to work; our offices are pet-friendly.
Interested in a long break? We offer sabbatical leave for employees with over 2 years of service.
Access a personal development budget of up to 2000 CHF annually, along with time off for training or courses.
Participate in internal knowledge sharing and external coaching during work hours to enhance both hard and soft skills.
Explore the possibility of a Phantom Stock Option Plan (PSOP) under certain conditions.
Engage in hack days to challenge yourself and your team while creating remarkable solutions.
