Experienced Customer Success Manager – High Touch DACH Market

At arenaflex, we're on a mission to break down language barriers and revolutionize global communication. As a Customer Success Manager, you'll play a pivotal role in building and deepening relationships with our high-touch customers in the DACH market. If you're a seasoned professional with a passion for delivering exceptional customer experiences, we want to hear from you.

About arenaflex

arenaflex is a global communications platform powered by Language AI. Since 2017, we've been on a mission to make language barriers a thing of the past. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind, enabling over 100,000 businesses to transform communications, reach new markets, and improve productivity. With a strong focus on innovation and employee well-being, we're committed to creating a workplace that's as diverse and inclusive as our products.

What sets us apart

At arenaflex, we're not just a company – we're a community of like-minded individuals who share a passion for language, technology, and making a real-life impact. Our unique blend of modern technology, competitive benefits, and an open, welcoming work culture enables our people to thrive. When you join our team, you'll become part of a dynamic and supportive community that's dedicated to innovation and employee well-being.

Meet the team behind this journey

We're looking for a diligent and dedicated Customer Success Manager to care, advocate for, and grow important customer relationships in the DACH market. Specifically, we're seeking someone who can build and deepen our connections with senior stakeholders, conduct technical and commercial conversations with various teams, own onboarding, and drive product adoption within a subset of our customer base. If you're a strategic thinker with exceptional organizational, presentation, and communication skills, we want to hear from you.

Your responsibilities

As a Customer Success Manager, you'll be responsible for:

• Building long-term relationships with our high-touch customers in the DACH market, including developing a deep understanding of their ecosystem, strategy, and goals.
• Positioning yourself as a strategic partner by conducting regular business reviews that present relevant data and narratives demonstrating how we're achieving the customer's desired outcomes.
• Supporting onboarding effectiveness by collaborating with onboarding managers to ensure the onboarding process aligns with the customer's desired outcomes.
• Driving product adoption by strategically positioning DeepL products to the right stakeholders within customer organizations to drive adoption and ensure high customer satisfaction.
• Collaborating with Account Executives to identify growth potential and create a robust pipeline of up-sell and cross-sell opportunities.
• Educating customers on API usage by proactively informing your book of business about how to effectively leverage our API and other product features to ensure their success.
• Advocating for customers by collaborating with various arenaflex teams, such as Support, Finance, and Legal, to address customer needs effectively.
• Troubleshooting inquiries by quickly understanding our products and customer requirements to resolve issues efficiently.
• Meeting and exceeding goals by achieving quarterly adoption, retention, and advocacy targets while tracking customer details and next steps.
• Working cross-functionally by collaborating with arenaflex leadership to enhance our product and service offerings.

Qualities we look for

To succeed in this role, you'll need:

• Relevant experience managing client relationships at senior levels.
• 4+ years of customer success experience, ideally with a focus on retention.
• 2+ years of sales/account management experience, ideally with a focus on renewals and upsell/cross-sell.
• Experience with APIs and a comfort level in working with customers who integrate our solutions into their own products.
• Fluency in German and English – knowledge of Spanish and/or Italian would also be beneficial.
• Experience in the Software/SaaS industry is preferred.
• Exceptional organizational, presentation, and communication skills (both verbal and written).
• A strong drive to learn and grow, with a curious mindset that embraces challenges.
• Ability to thrive in a startup environment, demonstrating strategic thinking and tactical execution.
• A team player who supports colleagues and contributes to a positive culture.

What we offer

As a Customer Success Manager at arenaflex, you'll enjoy:

• A diverse and internationally distributed team with people of more than 90 nationalities.
• Open communication, regular feedback, and a growth mindset that makes us better together.
• A hybrid work schedule with flexible hours, allowing you to engage directly with your team and experience the unique energy of our workspace.
• Regular in-person team events that bring us all together – literally.
• Monthly full-day hacking sessions where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams.
• 30 days of annual leave, excluding public holidays, and access to mental health resources to ensure your peace of mind.

Join our community

If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At arenaflex, it's all about the value you bring and the growth we can foster together. We're an equal opportunity employer, and we welcome applicants from all backgrounds. So bring us your personal experience, your perspectives, and your background. It's in our diversity that we will find the power to break down language barriers in the world. Apply now to join our team and become part of a dynamic and supportive community that's dedicated to innovation and employee well-being. Apply for this job