Customer Success Manager

UpSlide is the number one productivity solution provider for financial services. Our software dramatically improves the functionality of PowerPoint, Word, Excel, and Power BI and enables users at firms like Citi, KPMG, and BNP Paribas to focus on high-value tasks rather than formatting or copy-pasting. We're scaling up with 160+ employees across our offices in New York, London, Paris (HQ), Singapore, and Berlin.

Our values

Our values guide our approach to work and are at the heart of our recruitment process. To join our team, we look for individuals who value:

• Excellence
  :
  We think that every detail counts, and we place great importance on the quality of our deliverables.
• Trust
  :
  We are passionate, committed, and free to act with autonomy.
• Happiness at work
  :
  We enjoy looking on the bright side and we share our enthusiasm with our colleagues and clients.

The team

As our new Customer Success Manager, you'll be joining t
he Berlin office
to support with our
DACH clients
while becoming part of
a global community
of over 20 CSMs
. Your mission is to ensure our clients use our tool, are satisfied, and renew their contracts. This is a unique opportunity
to take ownership of a key market
and make a real impact on the growth and success of our DACH operations.

You'll be mentored by Theo, your future manager, who brings ov
er 8 years of experience
at UpSlide. With deep product, client, and market knowledge, he is the perfect guide to help you thrive in your role and grow your career.

At UpSlide, we believe in fostering a positive and collaborative work environment. Here are some of the team rituals that contribute to our vibrant culture:

• Annual seminar in Paris
  : This event, hosted at our Paris headquarters, serves as a unique opportunity for teams to connect, collaborate, and enhance the overall cohesion of the UpSlide global family
• Team lunches
  : We often go out for team lunches to celebrate wins, reflect on projects, socialize as a team or try out new restaurants
• Monthly social events
  : Once a month, we organise social events, ranging from team-building activities to casual outings

Team goals

Here is what the sales funnel looks like at UpSlide:

• Business Development Representatives
  : Client prospection
• Account Executives
  : Contract signing and renewal signing
• Consultants
  : Tool implementation and training (for smaller clients)
• Customer Success Managers
  : Training, adoption, client satisfaction, account expansion, and long-term relationship nurturing

Your responsibilities

Client satisfaction, adoption, and renewal

• Build and nurture strong relationships with key stakeholders within customer organisations, becoming a trusted business advisor
• Training new users to ensure they can use all the UpSlide features effectively
• Master and enrich your client knowledge and UpSlide product knowledge to be your clients' go-to source of knowledge and advice
• Establish clear retention goals and process milestones for the client and collaborators to work toward
• Deliver engaging and thorough training sessions to clients to ensure great adoption
• Maintain a detailed understanding of products and services, assist clients with questions, and proactively suggest the best products for their needs
• Lead business reviews and introduce your client to new features relevant to their use case
• Organise webinars to train your clients on specific features
• Assist in creating training courses and educational materials for our clients
• Promote an energetic fan base for our product and locate brand ambassadors (client sponsors) to champion UpSlide's benefits and value across the client's business
• Work closely with the Sales teams to build account plans and identify expansion and upsell opportunities
• Lead workshops with our Product team to represent your clients' voices

Data analysis and innovation

• Analyse your clients' usage statistics to boost usage through training sessions, webinars, etc.
• Collect and process customer feedback through surveys
• Optimise existing processes within the company and actively enhance customer success initiatives
• Innovate by creating new onboarding tools such as webinars, a statistics dashboard, and a newsletter
• Organise events to promote UpSlide
• Work with your manager and team to continually uplevel our white-glove services, offerings, and scalability

Your goals

What you will be assessed on:

• Net retention rate (NRR)
• Churn rate
• We strongly believe in helping our employees grow within the company and have built a clear career path.

Job requirements

You are a great fit if you have
:

• +2 years
  of experience in
  B2B customer success
  or a related field
• Technical aptitude
• Strong problem-solving and analytical skills
• Interest in leveraging data, analytics, and automation to drive ROI
• Strong team player mind, always looking for ways to contribute but also manages well independently
• Proficiency in
  Microsoft Office
  (especially PowerPoint)
• Excellent written and verbal communication skills in
  English and German
• An eye for detail

We'd love it if:

• You are familiar with financial and professional services
• You have Power BI experience
• You can switch contexts quickly and easily, and are skilled in managing multiple priorities at the same time
• You have strong project management skills to manage an exciting portfolio of clients

If you don't tick all the boxes but you think you'd be a great fit, please apply and tell us why.

Recruitment process

• First interview with Andrea, Talent Acquisition Specialist [45']
• Video interview Helen, Consultant [45']
• In-person case study review with Theo, Country Manager Germany [60']
• Final video interview with Aurore, Deputy CEO [30']

We'll conduct a reference check to learn how to help you thrive

On average, our process lasts 3 weeks.

What we offer

Make a real difference and be at the very centre of a self-funded and growing SaaS company (doubling every two years for the past 10 years)

International environment:
Start-up with five offices (Paris, London, Berlin, New York, Singapore) and users in more than 60 countries

Hybrid work:
2-3 days/week hybrid work policy

Work-from-home budget:
€500 WFH equipment budget

Training & professional development:
Collaboration with our sister company, IPH, who provides UpSliders with training on key soft skills and management

Wellness package:
59€ per month for physical and mental wellness activities

Commuter allowance:
86€ monthly travel allowance

Parental leave:
Paid parental leave for the birthing/non-birthing parent and help for parents of children under seven

Beautiful office:
Beautiful common areas and meeting rooms, tea/coffee, etc.

Holidays:
30 days plus public holidays

Company events:
Office socials and international company events (e.g. annual company seminar, team seminar, and sustainability actions taken throughout the year)

More about UpSlide

• On top of exciting business challenges in a fast-growing market, you will find a friendly, caring, and challenging culture
• You will be met with opportunities to acquire new skills, learn from others in a multicultural environment, and grow as a person
• UpSlide employees have committed to making a positive impact on the world. We obtained B Corp certification in 2022 with strong commitments toward our employees, community, clients, suppliers, and the environment. UpSlide is now 30% owned by employees
• More info here:
• UpSlide was ranked #1 best place to work in 2019 and #1 best place to work in 2020 in the category "best company for remote work"
• More info here:

As a B Corp-certified company, we have strong commitments toward our employees, community, clients, suppliers, and the environment. We strive to create an environment where everyone feels welcome. This commitment to diversity and inclusion is applied in our recruitment process and your employee experience once you've joined UpSlide