Enterprise Customer Success Manager - German speaking (m/f/d)
In this role, you will be responsible for managing and nurturing key customer relationships, ensuring their success throughout the entire customer journey.
Start here, go anywhere. A world of possibilities for our customers – and for you.
Papirfly is defining its category within MarTech as a leading SaaS vendor. Focused on the provision of world-class brand management products, the company helps enterprise customers manage, control, use, deploy, distribute, and build their brands and brand assets. From attracting talent to acquiring customers, Papirfly’s products are used to deliver brand consistency to Fortune 500 and national market leaders alike.
The story started two decades ago when Papirfly was founded in 2000 to offer customers (originally focused in Scandinavia) solutions to their marketing problems and overcome the operational challenges they faced every single day. From the beginning, rival BrandMaster was providing fierce competition. Yet both companies had aligned values, a focus on quality product development focuses on innovation, and track records of exceptional delivery.
In 2021, Papirfly and BrandMaster merged, creating Papirfly Group, and Meriworks joined the family shortly after. In 2022, Verdane - the European specialist growth equity investor - acquired a majority stake in the group to create a global marketing technology leader.
Now, under one brand as Papirfly, we’re nearly 300 people in eight countries working with customers around the world. Everyone here is committed to standing out from the MarTech crowd as we continue to deliver on our values, every single day.
Fun fact: Papirfly is the Norwegian word for ‘paper plane’ reflecting our Nordic roots. Today, as a global company, we pronounce it ‘paper fly’.
An Introduction to this role
In this role, you will be responsible for managing and nurturing key Enterprise customer relationships, ensuring their success throughout the entire customer journey. You will drive customer adoption, foster advocacy, and identify opportunities for upselling other solutions as part of the Papirfly Platform while coordinating with various internal resources to deliver exceptional customer experiences. The role reports directly to the VP DACH Region.
Key Responsibilities
- Act as a trusted advisor to key Enterprise accounts, guiding them through their entire customer journey from successful onboarding to delivering against the customer's business outcomes through the use of the Papirfly Platform.
- Develop and maintain strong relationships with key stakeholders within customer organisations; to develop trusted advisor status with customer Champions, Influencers, Decision Makers/Economic Buyers and also the partner ecosystem to become a strategic partner and advocate for their success.
- You will be responsible for the commercial and contractual relationship with the customer post-sale through owning and growing the NRR of a defined revenue book of business across a portfolio of accountsDrive customer adoption of our products and services by understanding the customers specific needs and aligning our offerings to their goals and objectives as documented in a shared QBR process.
- Identify opportunities for upselling working collaboratively with the sales team to expand net recurring revenue streams.
- Coordinate resources from various internal teams, such as Onboarding, Project Management, Training, Support, and Professional Services, to ensure seamless execution of customer projects.
- Proactively identify and nurture customer advocates, leveraging their success stories to drive brand awareness internally and externally and increase customer satisfaction as measured by NPS.
- Gather customer feedback, and provide insights to internal teams to drive product improvements and enhance customer experiences.
- Develop a mutual account plan with the customer stakeholders that support and drive strategies to ensure high customer retention rates, minimise churn, and increase customer lifetime value
- Stay up-to-date with industry trends, market conditions, and competitor activities to provide strategic guidance to customers.
- Lead or participate in selected customer or company activities such as events and webinars.
- Learn and understand the Papirfly Platform and Product Portfolio and master how to demo our own software.
Knowledge and Experience Required
- Minimum 3-5 years of experience from technology business, preferable MarTech.
- Minimum 3-5 years of operational work from account management and growth in Global Brands & Enterprise Accounts or experience on the customer side in a similar MarTech environment.
- Knowledge with CSM, CRM, DAM, PIM or other MarTech software is an advantage.
- Excellent organiser and project management skills.
- Experienced in working in a commercial environment.
- Native German as well as fluent in spoken and written English.
Top Five Personality Attributes for This Role
- Relationship builder
- Customer-centric
- Results-driven
- Collaborative
- Proactive
Our values
Growth Mindset: Our abilities and the outcomes we deliver can grow by accepting new challenges, being persistent, continuously learning and receiving feedback.
Leadership: We are empowered to lead. We take action and motivate others around us.
Ownership: We take pride in our dedication and commitment to our roles and responsibilities, ensuring we complete our tasks efficiently and responsively.
Openness: We embrace transparency and openness, sharing key information and valuing each other's ideas.
Collaboration: Together, we combine different skills and perspectives to achieve shared goals with respect and teamwork.
- Department
- Revenue
- Locations
- Hamburg
- Remote status
- Fully Remote
Hamburg
About Papirfly
Empowering brands to do more for less for over 20 years, Papirfly provides innovative brand management tools to support businesses in creating 100% consistency at every touchpoint – whilst gaining full control of brand identity. All within one online platform.
Enterprise Customer Success Manager - German speaking (m/f/d)
In this role, you will be responsible for managing and nurturing key customer relationships, ensuring their success throughout the entire customer journey.
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