(Senior) Customer Success Manager (m/f/d)

BOTfriends is a fast-growing 20-employee SaaS company in partnership with Google. Over the past two years, the founders have laid the foundations for a high-performance voice and chatbot platform that is ahead of many other solutions. During this time, we have acquired customers such as ROLLER, TUI Cruises, s.Oliver, Stadtwerke München, WallArt and many more.

We are growing at > 80% per year (revenue, not employees) and therefore we are looking for a Customer Success Manager to actively develop our existing customer base in Germany (250-5,000 employees).

As a Customer Success Manager, you will ensure that our customers exploit the full potential of our platform and achieve successful results. You will be responsible for a book of business with around 15 accounts and a (net revenue) retention target.

You have the opportunity to have a big impact on the success of our customers and the continued growth of our company. We set high standards for ourselves to be product experts in order to generate real value for our customers. To achieve this, we work closely as a team with Product, Engineering, Solutions, Sales and Marketing.

BOTfriends - We Create Conversations. Become a friend!

What the job looks like: 

• Clear direction: defined account list and achievable goals
• Teamwork: Cooperation with Solutions Team and Sales for mutual success.
• Customer support: Actively support your customer portfolio with a focus on renewals by improving the use and adoption of our BOTfriends X platform.
• Customer Value: Identifying and demonstrating the value that our solution brings to customers in order to promote long-term partnerships.
• Proactive consulting: Development of customer retention strategies and implementation of measures that contribute to the satisfaction and success of our customers.
• Product expertise: conducting product training and demos to enable customers to make optimum use of our platform.
• Respect and support: Your further development has priority.

Must haves:

• At least 3 years' experience in a customer success or account management role with sales or retention responsibility
• Deal sizes of 35k+ and cooperation with companies with 250 employees or more
• Experience in creating and presenting business cases to relevant decision makers

Things that are important to us:

• Adaptability: You can deal with rapidly changing conditions and maintain a positive attitude.
• Methodical and strategic: You prepare carefully and act in a structured manner.
• Curiosity: You have the drive to understand the situation and context of our customers.
• Willingness to learn: You absorb feedback quickly and implement it.
• Bot experience: Previous experience with chatbots or voicebots is a plus!

Your profit:

• Hybrid working model with hub in Würzburg/Munich.
• Monthly Global Office Day and 6 major team events (such as BOToberfest and summer party at the lake) per year. 
• Personal development plan and coaching to support your career.
• Flexible working hours, home office, drinks flat rate and snacks.
• 30 days' vacation and a fixed budget for further training each year.
• We are an agile company with a great sense of humor, motivation and ambition.
• Business fluent in German and English.

Interview process:

• Introductory chat with hiring manager (15 mins)
• Discovery interview with your hiring manager (60 mins)
• Case study and discussion: Task, close to your daily job routine (70 mins)
• Founder Interview: Meet the Founders (30 mins)
• Offer!

Send your application to [email protected]. We can't wait to hear from you!

Your experience doesn't match our job description 100%, but you think it could be a super fit? Then please apply anyway.

Sensitive data such as ethnic/racial origin, religion and trade union membership, health data or marital status should not be included in the application.