ABOUT THE TEAM:

You'll be joining our 10-person Customer Success EMEA team in Germany which is an integral part of our 20-person international Customer Success team. We foster a collaborative environment and alignment with various internal stakeholders in Technical Account Management, Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace.

ABOUT THE ROLE:

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.

This is a full-time role based in Berlin, Germany.

ONCE YOU ARE HERE YOU WILL:

Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams
- Connect customers' marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps
- Collaborate with technical operations (Technical Account Managers) and the development team to integrate Talon.One and troubleshoot technical issues
- Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures
- Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets
- Drive retention and growth to your book of business, handling upsell and renewal conversations with your customers
- Prepare and deliver strategic and business value to customers daily

WHAT WE NEED YOU TO BRING TO THE TABLE:

Passion for tech and experience with SaaS products and APIs
- Founded experience working in Customer Success, Account Management, or another client-facing role
- Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives
- Exceptional communication skills in spoken and written English and French
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Flexible approach and an ability to operate effectively with uncertainty and change
- Ability to manage a book of 15-20 accounts
- Experience working in the loyalty and promotion industry or relevant marketing-related experience

WHAT'S IN IT FOR YOU:

€1,000 annual learning budget, full LinkedIn Learning access, and free German language courses to boost your skills
- 30 days of annual leave, plus extra paid days for your birthday and moving day
- Home office setup budget, a monthly home office allowance
- Freedom to work from abroad for up to 90 days worldwide!
- Mental health support with nilo.health and a discounted Urban Sports Club membership
- 20% company subsidy on your pension contributions
- Subsidised BVG public transport ticket and a dog-friendly Berlin office where your furry friend is welcome
- Lease your ideal bike through BusinessBike

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