Customer Success Representative (all genders)

We are seeking a dedicated Customer Success Representative to join our team and focus on managing the transition of our customers to a subscription-based model. This role is crucial for ensuring customer satisfaction, retention, and growth during this period of change. The ideal candidate will have a strong background in customer success, excellent communication skills, and experience in subscription services. The ideal candidate will speak English and German and be able to work from headquarters based in Nuremberg Germany.

YOUR TASKS

• Lead the transition of existing customers from perpetual licenses to subscription-based models
• Ensure customers understand the benefits and features of the new subscription model
• Address any concerns or questions customers may have regarding the transition
• Develop and implement strategies to retain customers during and after the transition period
• Identify at-risk customers and proactively address their needs to ensure satisfaction
• Build and maintain strong relationships with customers
• Serve as the primary point of contact for customer inquiries and support
• Collect and analyze customer feedback to identify areas for improvement
• Collaborate cross-functionally with internal teams at Paessler
• Provide insights and recommendations based on customer feedback to drive continuous improvement
• Track and report on key performance metrics related to customer success and retention

YOUR PROFILE

• Proven experience in customer success, account management, or customer retention, preferably in a subscription-based service
• Strong understanding of the DACH region
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Proficiency in CRM software
• Strong organizational and time management skills
• Strong problem-solving skills and a proactive approach to customer issues
• Proficiency in both German and English is required

FACTS FOR YOU

• Flexible working hours and a familiy-friendly environment
• We love working in our beautiful office but we are just as happy to work completely from home or something in between. It's your choice.
• Wide range of further training and personal development opportunities
• Time to deal with innovative topics and technologies
• Subsidized germany-wide jobticket for public and regional transportation, bike leasing, bicycle cellar (incl. showers) and sufficient parking spaces
• We actively support your health by funding membership of the Urban Sports Club
• A structured onboarding phase with support from experienced colleagues
• Paessler is a fast-growing midsized company that has been in the market for 20 years The company is focused on long-term goals and is currently comprised of 350 employees

INTERESTED?

Make it easy for yourself and use the application button below.

Your contact person for this great job is:

Marcel Binder

And at the end, a very important note:

For us, diversity is more than just a word — it's a commitment. Our job posts are geared towards all people, regardless of their gender, sexual orientation, background, faith, or physical abilities. We value diversity and strive to create a work environment that prioritizes equal opportunities and inclusion. In line with this objective, please note that candidates with severe disabilities will be given preferential consideration over applicants with equal qualifications. At Paessler, we're determined to break down barriers and provide everyone with the chance to develop their full potential. Please feel free to let us know if you believe there are ways we can improve the wording of our jobs posts or our overall recruitment approach. Let's work together to create a more colorful and inclusive corporate culture!