Tellent has Digital Customer Success Manager DACH

tellent is directly looking for:

As a Digital Customer Success Manager at Tellent your mission is to spearhead Tellent's Digital Customer Journey. Within the DACH market, you will be managing, growing, and retaining the segment of small-mid market customers (about 1400 customers at this point), with additional impact on the entire customer base. Your primary focus will be on driving product adoption, customer satisfaction, and retention through digital engagement methods that directly contribute to Tellent’s growth and Gross Revenue Retention (GRR) objectives.

Successful team members are hands‑on, have a high level of ownership, and are obsessed with giving our customers the best digital led experience possible.

This is an exciting career opportunity in a dynamic growth‑stage SaaS organisation where your contribution is visible at company level. You will be leading projects which directly impact our business goals while you test, roll‑out and iterate your ideas.

The DACH Customer Experience Team has 5 team members in different disciplines (Onboarding, Digital, Scaled and Key Account CSM). The current goals of the team are to become a proactive team that drives adoption and increases retention. Together with your team members, you will be responsible for defining, leading, and tracking strategic and operational programs to improve Tellent’s ability to effectively and efficiently deliver excellent customer outcomes through a digital, self‑service experience.

You will cross‑functionally work to orchestrate results with Account Management, Sales, Marketing, Product, Engineering, Support and Finance.

First 3 months

you will get to know the team, the products and your market. You will join customer calls to understand their pain points and will quickly be involved in the whole customer journey, from onboarding to renewal! You will take over projects that are running already and work closely together on them with your colleagues, pick up customer requests from your market and collaborate with other departments like Sales, Support and Product Marketing.

You will also start identifying potential initiatives that would suit your market. By the end of this period, you will be comfortable using CS tools and contributing to small‑scale initiatives like webinars and email sequences.

After 6 months

You will be fully engaged in your market and have set up your first project. You will own a proactive customer campaign and its output. You will also collaborate with AMs on renewals and upsell opportunities while refining customer engagement processes.

After 12 months

You are the master of your segment and together with the team are delivering value to your customers at scale! You have a grip on what is happening in your segment and in the DACH market, understand where the risks are and can plan your months ahead with projects that play into the trends and movement of your segment. You have established good relationships with colleagues and a good understanding of the customer base to efficiently roll‑out multiple initiatives - from product education center to large scale process improvements.

• Establish the Tellent Digital Customer Journey in DACH together with the team and be the voice of the customer within the company.
• Develop and roll‑out digital programs utilising channels such as email, in‑app communication, video, webinars, events and help centre to deliver communication at scale and drive retention.
• Collaborate with internal teams, including Account Management, Sales, Product Development, Support and Product Education to ensure better adoption and ongoing support for clients in a scalable way.
• Monitor…