Customer Success Manager - Hamburg
Customer Success | Hamburg
Role Overview
As a Customer Success Manager (CSM) at Syroco, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our innovative solutions. You’ll act as the primary point of contact for Syroco’s clients, ensuring their success by aligning our products and services with their goals. By fostering strong relationships, you’ll enhance customer satisfaction, retention, and growth.
Key Responsibilities
Client Onboarding & Training
- Guide new customers through onboarding, ensuring a smooth transition and full understanding of Syroco’s solutions.
- Provide training and resources to enable clients to maximise the value of our technology.
Account Management
- Serve as the trusted advisor and main point of contact for client accounts.
- Proactively address client needs and provide solutions to enhance their experience with Syroco.
- Regularly monitor client satisfaction, usage patterns, and performance outcomes.
Customer Advocacy & Retention
- Build strong, long-lasting relationships with key stakeholders.
- Advocate for customer needs internally, collaborating with cross-functional teams to address challenges.
- Implement strategies to ensure high retention rates and identify opportunities for upselling or cross-selling.
Performance Monitoring & Insights
- Analyse customer data to measure implemented solutions' success and identify improvement areas.
- Prepare and deliver periodic performance reports to clients, highlighting achieved outcomes and future opportunities.
Collaboration with Internal Teams
- Work closely with sales, product, and engineering teams to ensure client feedback influences product development.
- Act as the voice of the customer during internal discussions, ensuring their needs are central to strategic decisions.
Growth Opportunities
- Identify potential for account expansion and lead initiatives to introduce additional services or solutions.
- Collaborate with the sales team to drive renewals and incremental revenue growth.
Qualifications and Experience
3–5 years of experience in customer success, account management, or a related role, preferably in a tech or sustainability-focused company.
Skills
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust.
- Analytical mindset to interpret data and derive actionable insights.
- Problem-solving ability with a proactive and solution-oriented approach.
- Strong organisational and time management skills.
Technical Proficiency
- Familiarity with Data visualisation tool (e.g. Tableau software)
- Understanding of data-driven solutions and sustainability-focused technologies is a plus.
Education
- Bachelor’s degree in Business, Engineering, Environmental Science, or a related field.
- Personal Attributes:
- Passion for sustainability and innovation.
- A collaborative team player with a customer-first mindset.
- Self-motivated, adaptable, and able to thrive in a fast-paced, dynamic environment.
Nice to have
- Seafarer experience
What We Offer
- Competitive compensation package commensurate with experience.
- Access to company equity.
- Collaborative work environment with a commitment to sustainability and excellence.
- Professional growth and development opportunities.
- Pleasant working conditions, in a “WeWork style” coworking office in the center of Hamburg.
- Periodic visits to Marseille