Customer Success Manager (m/f/x)

As a Customer Success Manager at Skeleton Technologies, your primary responsibilities include serving as the main point of contact for customers, ensuring they effectively utilize our energy storage solutions. You'll manage a portfolio of accounts, track their performance metrics, and advocate for customers’ needs within the company. Moreover, you’ll proactively resolve issues, identify growth opportunities, and collaborate with internal teams to enhance customer experiences.

To qualify for the Customer Success Manager position at Skeleton Technologies, you should have at least 5 years of relevant experience in Customer Success, Account Management, or a similar client-facing role, preferably in a B2B or technology-driven environment. A background in sales, along with a higher education in Business Administration, is highly advantageous, and fluency in English is required.

Skeleton Technologies is committed to the continuous growth of its Customer Success Managers by offering a training budget to expand your knowledge and competencies. You’ll have the freedom to propose your ideas and engage in team events that further enhance professional development, all within a motivating atmosphere that fosters career advancement.

Customer Success Managers at Skeleton Technologies enjoy numerous benefits, such as flexible working hours, the option for mobile working, an extra day off for your birthday, and opportunities to participate in team-building activities like sports challenges and seasonal parties, creating a fantastic work environment.

At Skeleton Technologies, the work culture is characterized by a flat hierarchy that encourages collaboration and innovation. We emphasize a positive working atmosphere where successes are celebrated, ideas are welcomed, and teamwork is essential to achieving exceptional results for our customers.

Highlight your previous roles in customer success, emphasizing specific projects or achievements that align with Skeleton’s mission. Discuss your ability to build relationships with clients, resolve issues proactively, and how your experiences have prepared you to help customers utilize energy storage solutions effectively.

Explain the strategies you use to align account priorities with customer needs and business goals. Detail how you assess account performance metrics to identify which customers require more attention, ensuring that each account receives the support it needs.

Provide examples of specific conflicts you've managed, focusing on your communication style and problem-solving skills. Discuss the importance of understanding the customer’s perspective and how you worked collaboratively to find solutions that satisfied both the client and your team.

Discuss the metrics you have used to gauge customer satisfaction and success, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and retention rates. Mention the tools or systems you’ve employed to track these metrics and how you’ve utilized the data to implement improvements.

Outline a structured onboarding process that includes understanding the customer’s needs, clear communication of expectations, and providing them with the necessary tools and resources. Emphasize the importance of follow-ups and regular check-ins to ensure they are achieving their goals.

Use a specific story to illustrate your approach to turning around customer satisfaction. Highlight the steps you took to understand the customer's dissatisfaction, how you addressed their concerns, and the lasting relationship that resulted from your efforts.

Explain the reporting processes you have in place, such as regular updates, performance metrics, and transparency regarding progress. Discuss how open communication fosters trust and alignment with stakeholders, ultimately leading to successful collaborations.

Discuss how you view collaboration as essential to enhancing the customer experience. Mention your experience working with various internal teams, such as Sales or Product Development, to ensure that customer feedback informs strategy and improvements.

Share your approach to analyzing customer data, performance metrics, and engagement levels to identify potential growth opportunities. Discuss how you leverage those insights to position additional solutions or services that align with their needs.

Express your enthusiasm for Skeleton's innovative approach to energy storage and the chance to make a meaningful impact on sustainability. Discuss how your values align with the company's mission and how you see yourself contributing to the team’s success.