• Employment Type: Permanent

• Experience Required: Minimum 3+ years in Customer Success or Account Management roles

• Working Hours: Full Time

• Working Location: Remote in Germany, UK, France  
  (Hybrid from our Berlin / Paris office)

• Reports to: Head of Customer Success 

• Desired Start Date: February 1st, 2025

We are seeking a highly motivated and customer-focused professional to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring that our German and International clients derive maximum value from our secure communication solutions. You will serve as the main point of contact for customer onboarding, support, and advocacy, driving product adoption and fostering long-term loyalty.

Responsibilities

• Onboarding and Training: Guide new clients through the onboarding process, ensuring a seamless and positive start to their journey with Wire.

• Customer Advocacy: Act as the primary point of contact for German-speaking clients, understanding their needs and challenges to provide tailored solutions.

• Product Adoption: Drive adoption of our secure communication platform by educating customers on features, best practices, and updates.

• Proactive Relationship Management: Regularly engage with customers to provide strategic advice, address concerns, and identify opportunities for growth.

• Retention and Renewal: Monitor customer satisfaction and usage metrics to ensure high retention rates and manage contract renewals effectively.

• Product Led Growth: Support our SMB customers with their journey and onboarding through our self serve model & E-Commerce Play. 

• Collaboration: Work closely with Sales, Marketing, and Product teams to align customer feedback with our roadmap and ensure customer success stories are shared internally.

• Escalation Management: Handle customer issues with urgency, coordinating with support and technical teams to resolve challenges promptly.

• Reporting: Provide regular updates and insights to leadership on customer health, engagement, and potential risks.

• Fluency in both German and English is essential.

• Proven experience in Customer Success, Account Management, or a related field, preferably in the technology or SaaS industry.

• Strong interpersonal and communication skills, with a customer-first mindset.

• Ability to understand and articulate technical concepts in an accessible way.

• Excellent organizational skills with the ability to manage multiple tasks and priorities effectively.

• Analytical mindset with a focus on identifying trends and driving continuous improvement.

• Self-motivated and proactive, with a collaborative approach to problem-solving.

• Familiarity with secure communication technologies or SaaS platforms is a plus.

• Bachelor’s degree in business, communications, or a related field is preferred.

• Join a market-proven (>1,000 customers) company and drive Wire to become the worldwide market leader.

• 30 days of vacation entitlement, allowing you to take well-deserved time off and maintain a healthy work-life balance.

• Competitive salary and bonus structure, recognizing your contributions and success.

• Investment in professional development with an annual education budget and access to top-notch learning resources.

• A beautiful office in the heart of Berlin, offering a hybrid work environment that balances flexibility with personal connections.

• Access to an Urban Sports Club subscription, ensuring a healthy work-life balance.

• Enjoy fresh breakfast in the office, daily fruits, snacks, free soft drinks, and premium coffee.

• Be part of an inclusive team that values diversity, equality, and collaboration.

If you’re ready to make an impact and contribute to the success of Wire’s customers, we’d love to hear from you! Please send your application or any questions to jobs@wire.com.

We look forward to welcoming you to our team!