Customer Success Manager Dach (Remote)

As a Customer Success Manager at Smartpricing, you will work closely with our customers to drive adoption, retention, and account expansion. Your main focus will be:

• Customer Support: Provide timely and professional responses to customer tickets, chats, and calls, ensuring accurate information and efficient issue escalation
• Customer Relations and Revenue Enhancement: Foster strong customer relationships to ensure satisfaction and retention, while driving revenue growth through effective upselling and cross-selling
• Proactive Outreach: Engage with customers through adoption calls and interviews to understand their needs and highlight our platform’s benefits. Implement strategies to enhance customer engagement and platform adoption, aligning with business objectives. Host webinars, create customer success content, and gather feedback for continuous product improvements
• Performance Metrics: Track key performance indicators (KPIs) like NPS, CSAT scores, and retention rates, while analyzing customer behavior data to enhance service quality and satisfaction

What Are We Looking For?

• 2-3 years of experience in a SaaS company with Account Management, Business Development or Customer Success Management role
• Technical Knowledge: Familiarity with Property Management Systems (PMS), Online Travel Agencies (OTAs), and Channel Managers
• Data Analysis: Ability to monitor and analyze key performance indicators (KPIs) like NPS, CSAT scores, and customer retention rates
• CRM Management: Proficiency in using CRM systems to track customer interactions and manage data
• Up-Selling: Proven ability to effectively identify and maximize sales opportunities by upselling additional features or premium services that enhance customer satisfaction and increase revenue
• Cross-Selling: Experienced in cross-selling complementary products and services to meet customer needs, driving increased customer engagement and expanding account value through tailored recommendations
• Training and Support: Expertise in providing training, resources, and ongoing customer support for platform adoption
• Content Creation: Skill in developing customer success content, including webinars, documentation, and other resources
• Analytical Skills: Strong analytical abilities to assess customer behavior and enhance service delivery and satisfaction
• Native proficiency in German
• C1 level proficiency in English and Italian
• Experience in tourism is a strong plus

What do we offer?

• Work in a small and top-performing team that moves extremely fast where you are extremely important.
• Work without having to deal with jerks and ego-maniacs.
• The opportunity to join one of the best travel-tech sales teams in Europe.
• A place where your talent can blossom.
• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.
• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.
• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.
• We have fun while working! We are easygoing people.
• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
• Remote working with frequent opportunities to meet up.
• Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings.
• Competitive salaries and bonuses – as a meritocratic team, we recognize talent and hard work, rewarding them appropriately.

Still not convinced? Check out our “Work With Us” page for more about our mission, values, and why we love working at Smartpricing: Lavora con noi – Unisciti alla missione di Smartpricing

Before you apply

If you’re reading this, it means you’re genuinely interested, and that excites us! Here’s what you need to know:

• We’re highly driven and set our goals higher than most, pushing boundaries others may deem impossible.
• Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress.
• We hold ourselves and our team to the highest standards of excellence and culture.

We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!

About Us

We are the Smarties and our goal is to fully automate online operations for every lodging across the globe and become the number one SaaS in our category worldwide.

We develop a SaaS that, by leveraging machine learning algorithms, increases our clients’ revenues by over 30% on average.

Don’t you believe it? Have a look here: https://www.smartpricing.it/it/case-study/

Here’s some information about us:

• We have been the fastest-growing B2B SaaS in the lodging industry ever (as far as we know).
• On Glassdoor, we boast some of the highest ratings in the industry, +4.5 out of 5 stars, and our latest eNPS score is 55.
• Last year, we were awarded as one of the top 10 LinkedIn startups in Italy.
• We have already managed several billion euros in bookings for clients from 17 countries in just few years of operations.
• We have raised funds from top international investors like Partech.