Location

Hybrid in Prague (minimum of 2 days a week from the office)

SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.As an Account Manager within the Customer Success Department, you will be responsible for managing and nurturing a large portfolio of medium- to low-tier customers using Usercentrics’ suite of products. You will adopt a proactive commercial approach to ensure customer satisfaction, drive revenue growth, and identify opportunities for upselling and expansion.While you will not be the primary point of contact for general inquiries, your focus will be on addressing commercial topics related to your customer portfolio. For any issues or questions outside the commercial scope, customers will be directed to the appropriate support channels. Your role is focused on maximizing the value customers gain from our products, with a strong emphasis on fostering commercial opportunities and building long-term relationships.

Your Tasks

• Identify opportunities to upsell and cross-sell products and services to existing customers within the portfolio, proactively engage in negotiations, and manage the contracting process for upsell/cross-sell deals and renewals.
• Monitor customer activity and data to identify potential churn risks. Develop and execute standardized strategies to address these risks and retain customers, including implementing win-back tactics to regain lost customers.
• Conduct group onboarding sessions for new medium- to low-tier customers, in collaboration with the customer engineering team, presenting an overview of Usercentrics’ products and guiding them through platform setup and initial use cases.
• Provide ongoing education and specialized trainings to customer groups to drive continuous engagement and ensure long-term value realization from the Usercentrics platform.
• Oversee a portfolio of medium- to low-tier customers using Usercentrics’ suite of products, ensuring consistent engagement, relationship management, and fostering long-term, positive relationships to ensure retention and continued growth opportunities.
• Take a proactive commercial approach to identify and seize revenue growth opportunities within your customer base, helping customers realize the full potential of Usercentrics’ products.
• Work closely with Customer Support, Sales, and other internal teams to ensure a seamless experience for customers, especially when transitioning issues to the right teams. Direct customers to the appropriate support channels for inquiries and issues outside of commercial topics (e.g., technical or support-related).

You Bring

• Minimum of 2 years of experience in Account Management, Customer Success, or Sales, ideally within a B2B SaaS environment.
• Strong technical aptitude and proficiency in relevant tools and technologies.
• Proven ability to recognize upsell and expansion opportunities while maintaining a customer-centric approach.
• Exceptional verbal and written communication skills, with the ability to clearly articulate complex concepts to diverse audiences.
• Strong analytical skills to identify customer challenges and deliver tailored solutions.
• Expertise in CRM systems, preferably Salesforce.
• Demonstrated success in working cross-functionally with teams such as Product, Sales, and Support to drive customer success and business growth.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together
• Company culture is important to us - we strive to continuously develop a positive, vibrantand inspiring environment that enables everyone to thrive both personally and professionally
• Get involved! We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects
• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online
• You are the most valuable asset to our company which is why we’re happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well-being