Customer Success Manager - Onsite Training (m/f/d)

As a Customer Success Manager at voize, you'll be tasked with onboarding and nurturing relationships with over 30 B2B SME customers. Your role includes driving adoption of our AI-based platform, leading Train-the-Trainer programs, monitoring customer health metrics, and identifying growth opportunities. You'll also collaborate with cross-functional teams to enhance the overall customer experience, ensuring our clients achieve the maximum value from our solutions.

To thrive as a Customer Success Manager at voize, candidates require 2+ years of experience in Customer Success, Account Management, or similar fields within the B2B SaaS industry. Strong relationship-building skills and a data-driven mindset are essential to engage with clients effectively. Additionally, fluency in German is vital to support our German customer base, along with a good command of English.

Success for a Customer Success Manager at voize is measured by customer satisfaction, retention rates, and the overall growth of client partnerships. Driving user adoption of the platform and ensuring that customers achieve measurable outcomes with voize’s AI technology will be key indicators of your success in this role.

Absolutely! At voize, we are a fast-growing startup that values personal and professional development. As a Customer Success Manager, you will have access to various learning platforms, opportunities to collaborate with cross-functional teams, and the chance to contribute to innovative solutions that drive our success. Your role puts you on the frontline of healthcare transformation, providing ideal conditions for rapid personal growth.

voize stands out as a fantastic workplace for a Customer Success Manager due to our open culture, flexible working hours, and emphasis on team collaboration. Our commitment to making a social impact, combined with employee benefits like a free transport ticket, 30 days of vacation, and an engaging office environment, makes voize an exceptional choice for anyone passionate about client success and healthcare innovation.

When managing onboarding at voize, I would start by understanding the specific needs of the customer and their team. I would schedule a kickoff meeting, introduce them to key resources, and initiate Train-the-Trainer programs. Regular check-ins during the initial weeks would ensure they are confident utilizing the platform, while providing hands-on support to address any challenges that arise.

My experience in driving customer adoption focuses on identifying key user pain points and delivering tailored training sessions to address these challenges. I utilize data-driven insights to optimize adoption strategies, ensuring customers not only understand how to use the product, but also see its value in improving their workflows, which ultimately drives retention and satisfaction.

In handling a dissatisfied customer, my priority would be to listen actively to their concerns and empathize with their situation. I'd assess the root cause of their dissatisfaction and promptly offer solutions or alternatives. Maintaining open communication and following up to ensure their issues are resolved demonstrates my commitment to their success and nurtures a lasting relationship.

To identify growth opportunities, I would monitor customer usage data and health metrics while conducting regular business reviews with clients. This would help uncover gaps or underutilized features. Collaborating with the customer to set clear business goals and demonstrating how they can achieve these using our product will further foster expansion and deepen our partnership.

Prioritizing customers involves analyzing a combination of factors such as customer health scores, their potential for growth, and any urgent concerns they may have. I strive to balance proactive outreach to high-value accounts with responsiveness to any customers experiencing limitations, ensuring my efforts align with driving overall client success and satisfaction.

Effective communication is fundamental to my role as a Customer Success Manager. Clear and concise communication helps build trust and transparency with customers, enabling me to simplify complex ideas and ensure everyone is aligned on goals. Regular updates, feedback loops, and personal interactions help me understand and address customer needs, ultimately enhancing their experience.

In a previous role, I led an initiative to revamp the onboarding process based on customer feedback. By conducting comprehensive needs assessments and creating a structured training program, we reduced onboarding time by 30%. This boosted customer satisfaction and led to a higher adoption rate among newly onboarded clients, contributing significantly to overall retention.

To ensure customer feedback is effectively integrated into product development, I maintain a close relationship with the product team and report insights gathered from customer interactions. Hosting regular feedback sessions with customers and synthesizing this feedback into actionable recommendations serve to drive product enhancements that meet user needs.

The most important quality for a Customer Success Manager is empathy. Understanding customer perspectives and challenges allows me to build strong relationships and offer tailored support. By genuinely caring about their success and remaining engaged, I can foster trust and create long-term partnerships that lead to mutual growth.

Adapting my approach based on customer size involves recognizing that different segments have varying needs. For larger clients, I focus on strategic outreach and in-depth training sessions, while for smaller clients, I may utilize digital resources to provide support. Customizing my approach allows me to better connect with each customer and drive effective onboarding and adoption.