We are seeking a driven and experienced Senior Customer Success Manager to join our team in Berlin. In this role as a trusted advisor, you will play a pivotal role in ensuring the success and satisfaction of our clients. Your responsibilities will encompass the entire customer journey, including onboarding, support, account management, renewals and upselling.

🚀 Your responsibility:

• Committed to guide our customers from day one in defining and achieving their goals
• Create an optimal SaaS customer experience throughout the entire customer journey, including onboarding, support, account management, and upselling.
• Conduct regular check-ins with clients to gather feedback, assess satisfaction levels, and identify areas for improvement
• Analyze client engagement metrics to uncover potential upsell or cross-sell opportunities
• Proactively address client concerns and escalate issues as needed, collaborating with internal teams to ensure timely resolution
• Develop targeted communication strategies across various channels for your clients

👀 You'll be successful with these skills:

• 3+ years of experience as a Customer Success Manager responsible for a large customer portfolio in a B2B SaaS start / scale up
• Empathetic listener with excellent communication skills and the ability to effectively engage with stakeholders at all levels
• A strategic analytical perspective paired with a deep commitment to accountability and ownership
• Experience in conducting negotiations
• A structured approach to work and the ability to prioritize effectively
• Capability to thrive in a fast paced environment, embrace new challenges and maintain a proactive and optimistic mindset
• Proficiency in CRM software (e.g. Hubspot) and other relevant tools (e.g. Excel)
• Proficiency in designing and delivering presentations
• Excellent German and English language skills

🤩 What you get:

• A strong company culture characterized by team spirit, empathy, respect, trust, courage, and innovation
• Responsibility and creative freedom in your role
• Opportunities to develop personally and professionally
• Free access to the nilo.health app (incl. family support)
• Enjoy working abroad for up to 90 days per year (workation)
• Hybrid working model (Note: it is required to live Berlin as the CS team has a weekly team day).
• Urban Sports Club membership at a discounted price
• Equity options (VESOP) - you benefit from any increase in the nilo's valuation that you've helped to create
• Regular team and company events
• Bring your dog to work, we have office dogs in both the Berlin & Munich location

nilo.health embraces diversity. We strive to create an inclusive workplace where everyone feels welcome, psychologically and physically safe. All applicants will be considered for employment without regard to different ethnic/racial origins, age groups, religions/ideologies, sexual orientations, gender identities, abilities, socio-economic statuses, educational backgrounds, family arrangements and/or any other characteristic.

We would like to encourage you to apply even if the technical requirements cannot be met 100%.