Customer Success Manager (Junior/Mid)

At Infermedica we place our customers at the center of business and as the Customer Success Manager(CSM), you will be the point person ensuring our customers are leveraging our products and services to their fullest. As the CSM you will support both internal and external stakeholders for our customers to ensure their needs are being met promptly. Cross-collaboration is critical for this role and the CSM will work closely with our sales, marketing and product teams to support customer growth. Our CSM’s are measured on the following metrics: - Customer Satisfaction (NPS)  - Renewal Rate - Expansion & Upsell Revenue  - Customer Adoption & Engagement Metrics.

Relationship Building

Managing relationships with key stakeholders at both operational & strategic levels. Supporting customers with reporting, hosting QBRs(Quarterly Business Reviews), and establishing a fluid cadence of communication.

Ensuring renewals

Identifying and executing expansion and upsell opportunities in cooperation with the Infermedica Sales team.

Onboarding customers

Partner with customers to ensure they have a smooth onboarding experience according to established good practices and improve them.

Managing tickets within Support Portal

Tracking, prioritizing, and resolving customer issues or requests that are submitted through the portal.

Cross-collaborative work within an organization

Working together with sales, marketing, and product teams, act as an advocate for customers within the company and ensure that their feedback is heard and addressed.

Coordinating strategic CS-led projects and initiatives

Managing and overseeing initiatives that are driven by the objective of ensuring customer satisfaction and success. The focus of these projects is to improve the customer experience and help customers achieve their desired outcomes by using a company's products or services.

Creating and managing tech-touch and automation processes for clients

Developing and implementing systems and workflows that use technology to deliver a high level of customer service.

Experience

• Proven track record in managing a portfolio of clients or direct work with B2B customers (enterprise clients' experience is an advantage)
• Previous experience in Customer Success or a business customer-facing role
• Experience in IT, AI, or healthcare industries

Knowledge / Skills

• Fluency in English (at least C1)
• High entrepreneurship and problem-solving skills
• Ability to work effectively with clients on technical and business-focused projects
• Availability to work 40 hours a week (full-time) between 9 am and 7 pm CET (adjusted working hours to suit clients' availability)
• Fluency in German or any other language is a plus

Nice to have

• Experience with SaaS and/or product development-related processes
• Knowledge of HubSpot, Google Suite, Totango, or other CRM tools