Customer Success Manager
Vor 6 Tagen
Location: Germany (OnSite//Hybrid/Remote)
Languages: Fluency in German and English
About the Role
As a Customer Success Manager – GOLD, you will partner with some of our most strategic, high-value customers. In this senior role, you act as a trusted advisor, cyber-awareness expert, and product specialist, guiding customers through their long-term success journey with MetaCompliance.
You will lead complex success initiatives, align customer goals with our platform capabilities, and deliver high-touch, tailored guidance that drives measurable outcomes in cybersecurity awareness.
What You'll Do
Strategic Customer Partnership
- Own and manage a portfolio of high-value customers
- Build strong, multi-level stakeholder relationships, including executive sponsors
- Lead success planning, quarterly business reviews, and long-term roadmap discussions
Trusted Cybersecurity Advisor
- Provide strategic guidance on cybersecurity awareness, risk reduction, and compliance frameworks
- Stay up to date on threat trends and advise customers on proactive mitigation strategies
- Connect customer needs with MetaCompliance features and best practices
High-Touch Success Delivery
- Deliver enhanced, personalised services
- Prioritise requests and allocate resources to maximise customer impact
- Ensure a premium experience aligned with our GOLD-tier portfolio
Value Realisation & Adoption
- Guide customers through advanced product adoption and feature enablement
- Monitor customer health, identify risks early, and drive proactive intervention plans
- Ensure customers achieve meaningful outcomes and long-term program success
Cross-Functional Collaboration
- Partner with Sales, Product, Support, and Onboarding to advocate for your customers
- Escalate complex issues and influence product roadmap discussions
- Identify upsell and expansion opportunities based on deep customer understanding
Growth & Renewal Ownership
- Drive outstanding renewal and net revenue retention results
- Lead conversations on program expansion, feature utilisation, and long-term value
- Promote customer advocacy and reference opportunities
Experience & Qualifications
- 3+ years' experience in B2B Customer Success
- Fluency in German and English
- Proven track record managing enterprise or strategic SaaS accounts
- Experience delivering executive-level presentations and strategic success plans
- Experience managing discretionary customer support budgets or premium-tier services
- Strong communication, consulting, and problem-solving skills
- Skilled in CS tools and CRMs (e.g., Gainsight, Salesforce)
- Ability to influence cross-functional teams and advocate for customer needs
- Prior involvement in renewal, expansion, or value-realisation initiatives
- Cybersecurity industry experience and familiarity with cybersecurity frameworks (NIST, ISO, etc.) is a strong plus
Why Join MetaCompliance?
- A growing team in the heart of Leipzig
- A role with variety, consulting high-value customers
- Opportunity to work with international colleagues and customers
- Modern SaaS environment with full training and accessible product frameworks
- Clear onboarding processes, templates, and step-by-step support materials
- Hybrid or remote working model - you decide
- Company events and occasional travel (events and onboarding) to other locations like our HQ in Derry
Please submit your CV in English.
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