Customer Success Specialist

**Customer Success Specialist (M/F/d)**

**Company Overview**:
Onapsis is rapidly expanding, achieving record growth year after year. We are seeking passionate contributors who thrive in an open and collaborative environment.

**Summary of Position**:
The **Customer Success Specialist (M/F/d)** is a key client-facing role within the Customer Success organization. In this role, you will drive onboarding, monitor customer health, ensure renewals, and partner with sales in achieving revenue growth goals.

You are a critical component of Onapsis' growth, focused on key elements of the customer journey: Onboarding and Renewals to ensure Onapsis customers achieve the greatest value.

**Responsibilities**:

- Own/drive renewal opportunities, forecasting, negotiation for transactional customers
- Identify requirements, uncover roadblocks and find solutions to drive renewals to on-time closure
- Identify upsell opportunities within customer accounts and hand them off to sales
- Gauge health of each account, document renewal health detail and develop resolution strategy for any high-risk accounts
- Act as liaison between customer and internal business groups to ensure a smooth transaction for the customer. Specifically, partner Cross-functionally with:

- **Sales**: Identify expansion opportunities and hand off to sales
- **Legal**: Identify and proactively resolve any 'legal red flags'
- **Partners**: Create renewal quotes specific to each partner segment
- Maintain consistent high-level knowledge of the product, version updates, and pricing
- Successfully negotiate all issues related to renewals
- Guide customers through the onboarding process, specifically: create licenses for new customers
- Support process, specifically: track support cases and drive to resolution

**Qualifications/Experience Required**
- 2 plus years in an equivalent role in an on-premise and/or SaaS software business
- Experience in cybersecurity
- Consulting or pre-sales experience a plus
- Four-year college degree from an accredited institution or equivalent experience
- Enterprise SIM experience is desirable
- ERP experience (SAP, Oracle or other business systems is a plus)
- Experience presenting to customers to guide the customer on how to best employ and execute security methods, tools or technologies to maximize the organization's security effectiveness
- Experience working across functional teams both with a customer as well as internally to build consensus and to drive progress on initiatives
- Ability and experience with security organization operations, workflow and vulnerability management
- Experience in an early to a mid-stage security software company is a plus
- German fluent speaking required

**What You'll get**:

- You can expect a job with responsible tasks and creative opportunities, an attractive salary and extensive benefits (including JobRad, gym access in Heidelberg, Flexible Friday and much more).
- You have flexible working hours with us. In addition, you can work remotely from other EU countries by arrangement.
- We support our employees with 5 fully paid sick days per child and subsidize childcare up to primary school age
- In addition to an individual onboarding and buddy program, we offer comprehensive training opportunities and language classes
- In addition to a summer and a Christmas party, we organize regular company events to strengthen team cohesion
- In addition to the 30 vacation days with a 5-day work week, you will receive 2 additional vacation days on Christmas eve (12/24) and new year's eve (12/31)
- Furthermore, you can expect an innovative and attractive workplace with flat hierarchies and respectful and solution-oriented communication.
- You will work in a modern, centrally located office in the Heidelberg Innovation Park, not far from Heidelberg's main train station.