Senior Customer Success Manager (80 - 100%, Remote)

SkribbleSkribble·Remote(Karlsruhe)
Customer Success
Excel

WFA Digital Insight

The demand for skilled customer success managers in the DACH region has seen significant growth, with a 25% increase in job postings over the past year. As companies like Skribble pioneer the e-signing platform space, professionals with strong Excel skills and a commercial mindset are in high demand. With the European Union's emphasis on digital transformation, this role offers a unique opportunity to drive business value and growth. Before applying, candidates should be aware of the complexities of stakeholder management and the importance of tailored solutions in the SaaS industry.

Job Description

About the Role

Skribble is on a mission to become the leading e-signing platform in the DACH region, and as a Senior Customer Success Manager, you will play a crucial role in supporting and advising customers on how to integrate Skribble into their ecosystem. You will be part of a dynamic and agile team that values honesty, communication, and empathy.

The Customer Success team is the bridge between the customer and Skribble's product, ensuring that customers can roll out the platform across various business areas and get the most value out of it. You will work closely with the product, partnerships, and marketing teams to deliver exceptional customer experiences.

What You Will Do

  • Support and advise customers on how to apply and integrate Skribble into their ecosystem
  • Ensure customers can roll out Skribble across various business areas and help them get the most value out of it
  • Navigate contract renewals and negotiate add-on contracts
  • Proactively find new opportunities for expansion
  • Work with the product team to align customer needs with product development
  • Collaborate with the partnerships team on customer onboarding and share insights to keep customers happy and engaged
  • Run campaigns with the marketing team or support them in finding engaging customer stories
  • Ensure a smooth handover for the customer and provide testimonials and referrals from the existing customer base
  • Develop creative strategies for pricing, upselling, and expansion
  • Engage with complex buying committees and communicate effectively with various stakeholders

What We Are Looking For

  • 3-5 years of experience in Sales/Customer Success and a good understanding of Customer Success in a SaaS company
  • Experience in identifying expansion and upsell opportunities
  • Experience in independent stakeholder management in complex projects
  • Experience in negotiating renewals and add-on contracts
  • Strong commercial mindset and ability to navigate multiple pricing models independently
  • Ability to engage with a complex buying committee and communicate effectively with various stakeholders
  • Native German language skills and fluency in English
  • Fluency in French is a plus

Nice to Have

  • Experience working with clients in the DACH region
  • Knowledge of the e-signing platform industry
  • Familiarity with Excel and other productivity tools

Benefits and Perks

  • Competitive base salary and individual variable compensation
  • Access to Skribble's office in Karlsruhe and regular visits to the Zurich office
  • Flexible work arrangements, including home office, remote office, and in-person time
  • Opportunities for growth and development in a dynamic environment
  • Regular feedback sessions and continuous learning and development opportunities
  • Team spirit and a fun, collaborative work environment

How to Stand Out

  • Make sure to highlight your experience in Customer Success and Sales, particularly in the SaaS industry, in your application.
  • Emphasize your ability to work independently and navigate complex stakeholder management.
  • Familiarize yourself with Skribble's e-signing platform and be prepared to discuss how you can support customers in integrating it into their ecosystem.
  • Practice your negotiation skills, as contract renewals and add-on contracts are a key part of this role.
  • Be prepared to discuss your experience working with clients in the DACH region, if applicable.
  • Show enthusiasm for Skribble's mission and values, and be prepared to discuss how you can contribute to the company's growth and success.

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