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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex B2B customer relationships, driving product adoption, and delivering measurable value through effective stakeholder engagement and operational discipline. Proficient in leading customer success initiatives and utilizing data-driven strategies to enhance customer health and retention.
Highest-signal resume keywords
B2B Customer Relationship ManagementCustomer Success StrategyStakeholder EngagementData Analysis and ReportingProfessional Fluency in German
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementProduct AdoptionSuccess PlansExecutive Business ReviewsAnalytical SkillsOperational DisciplineRisk ManagementValue RealizationForecastingCross-Sell and Upsell Strategies
Soft Skills
Strong CommunicationInfluencing Senior StakeholdersAttention to DetailRelationship BuildingCommercial Judgement
Tools & Technologies
CS CRMExcelPlanhatGainsightTotangoChurnZero
Industry Keywords
SaaSEnterprise TechnologyProfessional ServicesNet RetentionGross RetentionNPSHealth Scores
About the role
Key responsibilities & impact- Own the post-sale relationship for a focused portfolio of complex B2B customers
- Help customers realize measurable value from Eptura solutions by driving adoption, building stakeholder relationships, managing risk, supporting retention and identifying growth opportunities
- Act as the central point of coordination across Sales, Renewals, Support, Professional Services and Product
- Serve as the first escalation point for customers
- Manage account portfolios and understand customer business objectives, stakeholders and success criteria
- Build trusted relationships with customer teams, including senior and executive stakeholders
- Maintain ownership of customer health, actions, risks, renewal intent and growth opportunities
- Lead customer cadences, maintain Success Plans and deliver Executive Business Reviews
- Drive product adoption and help customers measure value, ROI and progress against goals
- Maintain accurate customer plans, notes, actions and account information in the CS CRM
- Monitor engagement, adoption and customer health to identify risk and develop Get-to-Green plans
- Coordinate cross-functional teams through escalations and manage customer communication
- Partner with Account Executives and Renewal Specialists on renewal strategy, forecasting, cross-sell and upsell
- Share customer insights with Product, enablement and Customer Success teams
- Contribute to Customer Success initiatives, best-practice sharing and customer success stories
- Regularly lead customer meetings and executive reviews in German
Requirements
What you’ll need- Experience owning complex B2B customer relationships in SaaS, enterprise technology, professional services or another solution-oriented environment
- Strong customer and commercial judgement, with a track record of driving adoption, retention, value realization and growth
- Confidence engaging and influencing senior stakeholders, including VP/C‑suite, internally and externally
- A structured, data-led approach with strong operational discipline and attention to detail
- Strong analytical skills and proficiency with Excel or similar tools
- Professional fluency in German and English, including the ability to lead customer meetings and executive reviews in German
- Prior experience in a formal Customer Success role (nice-to-have)
- Hands-on experience with CS platforms such as Planhat, Gainsight, Totango or ChurnZero (nice-to-have)
- Familiarity with Net Retention, Gross Retention, NPS and Health Scores (nice-to-have)
- Experience running Success Plans and Executive Business Reviews (nice-to-have)
- Professional fluency in French preferred
Benefits
Comp & perks- 25 Days Holiday
- Contributory Pension
- Life Insurance (DIS)
- Eye care vouchers
- Flexible working