Senior Customer Success Manager

Series B SaaS & international team
Work 100% remote
1:1 Coaching sessions & Sales Enablement

**About CloudTalk**

Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue.

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and Revolut to big players like Nokia and Pipedrive. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place.

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

**The Challenge Ahead**

The Senior Customer Success Manager will be a key member of our global Customer Success Team spread across Europe, the US, and Asia and will be responsible for our a more than $1M portfolio of several dozen clients. The primary focus of this role is to improve customers’ engagement and adoption of CloudTalk, resulting in successful renewals and expansion.

This role is a great new challenge for a customer-centric professional with the drive to understand and proactively prevent technical roadblocks in the high-velocity B2B SaaS space.

**What's in it for you**:
Product: Be part of building the
- #1 AI business calling software and leverage our AI technologies to help businesses connect with their customers.
- Growth: Take on challenges, make progress, and have a shot at progressing into other key roles at CloudTalk in Product, Marketing and elsewhere
- Community: Step into a vibrant, global community of CloudTalkers. You'll have the opportunity to regularly meet both in-person and online. Have a front-row seat for CloudTalk’s journey to
- $100m ARR

**What you will work on**:

- Oversee onboarding through renewal, providing tailored training and monitoring usage to ensure ongoing value. Reduce time to value by tailoring product use cases to different personas.
- As a product expert, maintain deep expertise of CloudTalk’s features and collaborate with Technical Consultants to address complex needs. Help customers get the most value out of the product by staying familiar with the roadmap & helping customers use advanced features.
- Coordinate with Sales on handoffs, while sharing product feedback and success stories with Product and Marketing.
- Keep on top of key client use cases, drive NRR by proactively preventing roadblocks, monitoring customer health in Velaris and other tools.

**What makes you a great fit**:

- Excellent problem-solving and analytical skills with strong data fluency and an ability to drive outcomes through scalable methods. Ability to understand data through Excel/Sheets/BI dashboards.
- Technical aptitude enabling deep product understanding with a product-first mindset.
- Understanding of the business calling industry and software. Business acumen to identify opportunities to advocate for higher tier plans.
- Experience in a client services, onboarding or customer success role. Having used Zendesk, Custify, Planhat, Velaris or Hubspot.
- Fluency in German and English. An additional language is a plus.

**Why you will love to be a CloudTalker**:
Growth:
1-1 Coaching sessions with our resident communications advisor
Leaders Academy & Learning and Development Budget

Flexibility:
Unlimited Paid Time Off
️ Volunteering Days
Home office budget
MacBook for work

Well-being:
Recharge Fridays once per quarter
- ️Fitness Allowance

Connectedness:
Referral bonuses
Virtual & physical team buildings
Company merchandise

**What to expect from our hiring process**:

- Intro call with our Talent Acquisition Team
- Interview with Tomas, our Head of Customer Success
- Case Study Presentation with Tomas
- Interview with the VP Customer Experience
- Culture Call
- Offer