Customer Success Manager, SMB (German)

About the Role

Join our Customer Success team to help SMB customers in the German market maximize the value of their 1Password investment, acting as a trusted advisor throughout their lifecycle.

Responsibilities

• Manage a large book of business for Teams and Business customers in a SaaS environment.
• Guide customers through best practices, understanding their structure and needs.
• Act as a customer champion and advocate, increasing awareness of customer needs.
• Drive customer retention by demonstrating value and supporting adoption goals.
• Proactively guide customers through their lifecycle via email, webinars, and customized sessions, making prescriptive recommendations.
• Follow defined outreach and follow-up processes, managing customer data and activity.
• Synthesize and log findings from customer discussions, including feature requests and feedback.
• Support customers through the annual renewal process to ensure timely closure and retention.
• Hand off cross-sell/upsell opportunities to Account Executives.
• Engage enthusiastic customers in advocacy initiatives.

Requirements

• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment, servicing customers at scale.
• Fluent in German, both verbally and written.
• Strong communication skills over email, phone, or video call, with an empathetic and concise style.
• Experience and passion for helping people or businesses use software for productivity and efficiency.
• Ability to translate technical terms for non-technical customers.