Customer Success Lead – Key Account

Be part of our team at the Düsseldorf site and as a customer success lead, take responsibility for a portfolio of strategic key accounts and actively promote their sustainable development. Your focus is on long-term customer retention, performance improvement and the identification and implementation of growth opportunities. You develop individual customer strategies, control collaboration with internal stakeholders and ensure excellent customer experience across the entire lifecycle. At the same time, you act as a professional lead in the team, support complex issues and continuously develop best practices in the customer success. With your data-driven approach, you will guide clear action recommendations and convince both customers and internal teams at all levels. Your tasks Own-sponsored support of a key account portfolio focusing on customer loyalty, growth and expansion of business relationships Development and implementation of individual customer strategies to increase performance, product use and up- and cross-selling Close cooperation with the sales portfolio Owner for the holistic management of customer relationships and identification of growth potentials Management and support of four of the Customer Success Consultants in complex customer cases and strategic issues Ensuring consistently high quality in customer support (e.g. customer appointments, account reviews, performance analyses) deriving data-based action recommendations for customers and internal stakeholders Development and establishment of best practices in customer success, in particular in performance management and value realization Conducting coaching, training and knowledge formats to further develop the team Close cooperation with Sales, Product, Marketing and Revenue Operations to optimize the customer journey

Multiannual experience in Customer Success, Account Management or Consulting in the B2B environment (ideally Key/Enterprise Accounts) Detectable successes in the further development of complex customer relationships and in up- and cross-selling Strong understanding of performance-driven customer management and relevant KPIs (e.g. NRR, conversion, campaign performance, usage) Ability to translate data-based analyses into concrete, implementable measures Experience in professional leadership, coaching and influence without disciplinary responsibility Impressed communication skills and safe occurrence to senior stakeholders Structured, solution-oriented operation with high degree of self-responsibility and ownership Experience in building best practices and knowledge management within teams flowing German and very good English knowledge in word and writing

For us as a community it is important that you not only feel comfortable with us, but also outside work. Because your job is to enrich your life. This is why we offer you the following advantages: 30 days holiday + 1 day of service + 2 extra days for Christmas and New Year Hybrid working model Occupational pension Operational risk life insurance Volunteer days Jobbike In-house Gym In-house Barista Discounted Urban Sports Club membership Discounted parking, job or Germany ticket and you can bring your dog to the office! Same opportunities for everyone – this is important to us! We are convinced that diversity and inclusion are important elements for our success as a global company. That's why we want to win, promote and bind the best talents for us. We look forward to any application, regardless of origin, gender identity, sexual orientation, disability, ethnicity, religion, worldview, age, marital status or other characteristics. .