Sr. Customer Success Manager - German Speaking

Fortra is seeking a Sr. Customer Success Manager to join their team in Spain. This role focuses on driving customer adoption and retention, particularly with the company's largest clients. The Customer Success Manager will articulate the value of Fortra's solutions to inspire customer adoption, renewal, and expansion. They will work with customer contacts up to the CXO level, providing a high-touch experience for strategic customers.

Responsibilities include:

• Developing trusted advisor relationships with customer managers and executive sponsors.
• Increasing customer retention and adoption rates through regular check-in calls and success plans.
• Serving as the single point of contact for customer questions and issues.
• Coordinating with the Services team to ensure smooth customer onboarding.
• Articulating business value to drive adoption and growth.
• Tracking customer activity to identify and mitigate churn risk.
• Identifying upsell opportunities and collaborating with the Sales team.
• Serving as a customer advocate and providing feedback to the business.
• Working closely with internal resources to resolve critical customer issues.
• Mentoring and training new hires.
• Handling strategic customer accounts and leading special projects.

Requirements:

• Fluency in German and English.
• Four-year degree preferred.
• Excellent presentation, written, and oral communication skills.
• Strong interpersonal and relationship-building skills.
• Strong organizational and time management skills.
• Cross-functional leadership and team coordination skills.
• Proven ability to navigate complex customer concerns.
• Creative problem-solving skills.
• Demonstrated ability to research issues effectively.
• Subject matter expertise in multiple brands.
• Demonstrated negotiation and persuasion skills.
• Willingness to travel on-site for customer visits (up to 25%).

The role offers:

• Opportunities for personal and professional development.
• Flexibility.