Customer Success & Account Manager f​/m

Working arrangement: 100% on-site, no remote work

Contract: Permanent, Full-Time

Languages:

· German:

C2 or native level – Mandatory

· English: minimum B2 level is a plus

Our client is a French company with international operations, specializing in chemical safety and decontamination. Its German subsidiary, based in Cologne, supports around 3,500 B2B customers with a local team of approximately 15 employees.

This is an office-based B2B customer relationship and commercial position
. You will manage a large portfolio of German companies, mainly through phone-based interactions.

A significant part of the role involves anticipating and managing product renewals and replacements. The company’s approach is consultative: understand first, recommend second. It is based on active listening and in-depth questioning, rather than price negotiation.

Within two to three years, the role is expected to evolve towards broader commercial responsibilities, with the opportunity to progress to a Head of Sales position.

• Proactively manage an established portfolio of German B2B customers.
• Develop long-term relationships through regular phone-based contact.
• Ensure customer satisfaction and provide reliable follow-up.
• Anticipate and coordinate product renewals and replacements.
• Work closely with trainers, external sales representatives and internal teams.
• Support the organization of customer events.

• Practise active listening to understand each customer’s situation.
• Ask detailed and relevant questions to identify customer needs and risks.
• Recommend the most appropriate products and services.
• Explain their technical value and benefits clearly.
• Identify relevant opportunities for additional products and services.
• Prepare quotations and follow up on customer needs.

• Maintain accurate customer information in the CRM and databases.
• Monitor customer activity, renewals and portfolio performance.
• Analyse defined KPIs and take appropriate follow-up actions.
• Provide regular commercial reporting.

• At least three years’ experience in a telephone-based customer-facing role.
• Experience in Customer Success, Account Management, customer service or a service-oriented call centre.
• Consultative B2B sales experience is an advantage
• Experience managing customer relationships, renewals or a large portfolio is highly valued.
• Bachelor’s degree, preferably in Chemistry, Physics or another scientific field.
• Experience in a chemical, pharmaceutical, medical device, industrial or technical environment is preferred.
• Languages:
  
  German at C2 or native level is mandatory, French at B2 level is required, English at B2 level is an advantage.
• Good command of Excel, CRM systems, customer databases and KPIs.

• Excellent active listening and questioning skills.
• Strong customer and service orientation.
• Ability to understand before recommending a solution.
• Clear and credible communication.
• Curiosity and willingness to develop technical expertise.
• Structured, proactive and attentive to detail.
• Comfortable following processes and managing a large customer portfolio.
• Able to collaborate effectively with technical and commercial teams.
• Motivated to build a long-term career in Cologne and progress towards a leadership role.

• Fixed salary of €45,000 to €55,000
  , depending on experience.
• Annual profit-sharing scheme, historically equivalent to approximately one to one and a half months’ salary.
• Salary review after the first successful year.
• Health coverage.
• Comprehensive product and sales training.
• A structured career path towards a management position.
• Long-term development within a stable and growing international company.