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Customer Success Manager

Netherlands, Noord-Holland, AmsterdamCustomer Success

Job description

At Presspage, we’re all about making work for Public Relations and Corporate Communications teams effective and efficient. That’s why we have developed a software platform that helps global brands like Emirates, Mercedes-Benz, Achmea, Goodyear, Booking, and many more, better manage their corporate communication workflows and share their (brand) stories with the world. As a fast-growing company, we are looking for a new Customer Success Manager for our customers based in the DACH region. Your role is essential in making our clients successful with the Presspage platform.

Culture

We have an open mindset and challenge ourselves to constantly change for the better. We are in the transition from startup to scale-up and together we are putting more structure and processes in place to get to the next level. We're currently at around 45 employees split between Amsterdam and Chicago, and growing.

What will you be doing?

As a Customer Success Manager (CSM), you are responsible for making Presspage’s customers successful and ensuring they stay customers. You fully own a book of customers and will prioritize your time to proactively drive user adoption, satisfaction, retention, advocacy, and expansion with our customers. You will collaborate with our other departments, Implementation, Support, Product, Finance, and Sales, throughout the different phases of the customer journey, and act as the internal voice of the customer. Lastly, as part of a scale-up, you thrive in a fast-paced and ever-changing environment with a growth mindset and a can-do attitude. You will have an active role to grow our CSM capabilities by developing processes, increasing insights, and helping to build out the team.

You will:

  • Proactively manage your own book of business, driving retention and adoption, and identify expansion opportunities;

  • Track & report on customer health score, gross renewal, CSQL, and advocacy and make sure targets are met;

  • Proactively make sure that customers achieve their desired outcomes by identifying their challenges and goals and working together with them towards those goals with the Presspage platform;

  • Provide (new) users with training sessions or tools, and advise them on strategic and practical use of our platform, their newsroom, and distribution tools;

  • Identify risks and mitigate them;

  • Identify up- & upsell in close collaboration with Sales;

  • Create brand advocates with shareable success cases;

  • Manage redesign projects for our customers with strict attention to detail;

  • Build and maintain strong, long-lasting customer relationships at the user and executive-level who define the company’s strategic objectives;

  • Navigate customer organizational structures to identify and build relationships with executives and stakeholders;

  • Collaborate with Implementation and Development during projects;

  • Share valuable insights into product, development, sales & marketing;

  • Maintain a deep understanding of the Presspage tools, PR workflows, and the Corporate Communication industry;

  • Optimize the customer life cycle and CSM processes, and help build the CSM team.

Job requirements

  • Excellent business English verbally and written (knowledge of Dutch, German, or Spanish is a plus);

  • 2-3 years of working experience in CSM, Account Management, or Project Management within a SaaS environment;

  • Understand the dynamics of a software start/scale-up, and thrive in such environments;

  • Have a growth mindset, be proactive and a self-starter;

  • Excellent listening, negotiation, persuasion, and presenting skills

  • Ability to quickly grasp and distinctly explain technological and business concepts;

  • Have a Bachelor’s degree


What we're offering:

  • A competitive salary

  • 30 vacations days

  • Proper Pension Plan

  • Careers growth plan & Coaching

  • Annual Training Budget

  • And of course office lunches, drinks, team outings, etc.

Interested? Now what?

Hit the apply button!

We'll contact you within 3 working days to set up a phone call to discuss your application and the opportunity within Presspage. We have 2 in-depth interview rounds with potential colleagues and MT members. If you have any questions, feel free to contact our recruiter Milly at m.muschitiello@presspage.com.

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