Join us at M-Brain as we pursue our vision to make every business decision insight driven! We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At M-Brain, we’re committed to our work, customers, and collaboration.

Role

The Customer Success Manager (CSM) is fundamental in helping our customers achieve their strategic objectives and maximum value from their investment in M-Brain solutions. The CSM serves as the link between the customer and the M-Brain world, streamlining communication with Product Development, Content, Consulting, Marketing and Sales. In short, the CSM is the voice of the customer and will ensure that it is fed through the entire organization.

Responsibilities:

• Take ownership of customer relationships, including ensuring retention, promoting product adoption, helping customers grow and collecting customer feedback.
• Manage and monitor customer health and adoption metrics to identify areas for improvement and develop plans to increase customer success and retention
• Create Customer Success Plans together with the customers, including goals and actions needed to achieve their objectives.
• Take responsibility for goal achievement and monitoring customers’ progress towards goals. Regularly meet with your customers to review their goals and needs.
• Anticipate the customers’ strategic requirements, challenges or issues and take effective action to resolve them.
• Provide strategic advice on how to best use and structure our products and services to achieve the customers’ strategic requirements.
• Identify and drive upsell and cross-sell opportunities where appropriate.
• Advocate customer needs/issues and manage customer concerns.
• Provide insights on the the availability and applicability of new products and features.
• Maintain current functional and technical knowledge of the M-Brain platform and future products.
• Develop and share customer success processes, best practices, playbooks and other assets to our global Customer Success colleagues to support scaling our operations efficiently.

Requirements:

• English language proficiency AND German or French proficiency (proficiency in all three languages is a big plus)
• Experience in a customer-facing function with direct customer engagement experience in customer success, sales, post-sales, consulting, or professional services
• Exceptional verbal, written, social, presentation, and interpersonal skills.
• Good technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
• Previous experience in SaaS is a big plus.
• Market and competitive intelligence experience is a big plus but not essential.
• Strong teammate, who believes in collaboration and knowledge/best practice sharing.
• You are dynamic, results-oriented, and focused on getting things done. You are a fast thinker and a fast learner. You take pride in the quality of your work and your interactions with others.

Please apply by filling in the application by 30^th May.

About the company

M-Brain is a global player in the market & competitive intelligence technology solutions space, with 20+ years experience on the European, North American and the UK markets. We combine AI, technology, and advisory services to empower companies with relevant and actionable insights. Our company values are trust, collaboration, result orientation, passion, and innovation – we work together as a team to get the job done. Recently acquired by a leading SaaS investor Monterro, we are investing to significantly grow the company in the coming years. We are looking for people who want to be part of our exciting new journey of building a world-class SaaS company.