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Customer Success Manager (German-speaking)

Atlas Metrics

Atlas Metrics

Customer Service, Sales & Business Development
Germany
Posted on Sunday, July 7, 2024
Regulatory changes in the EU are requiring +50.000 companies and financial institutions to measure and report their sustainability performance within the next 2 years. Atlas is set to become the partner of choice by combining state-of-art ESG and engineering expertise in a highly intuitive product experience.

We are seeking an experienced Customer Success Manager to work closely with our customers, helping them get the most value from our software. Your role will involve assisting them in achieving their sustainability goals and addressing any issues or questions they may have. As one of the earliest employees, you will play a key role in our company. You will join an international team of talented, experienced engineers, designers and ESG professionals headquartered in Berlin during a high-growth phase of our business.

Tasks

  • Customer Onboardings: Guide new customers through the onboarding process, ensuring a smooth and positive start with Atlas Metrics. Provide them with best practices for using our platform.
  • Customer Support: Respond to customer inquiries and issues promptly through various channels (email, chat, ticketing platform), providing solutions and guidance.
  • Help Center & FAQ Maintenance: Regularly update and maintain the Help Center and FAQ section to ensure customers have access to the latest information and resources.
  • Customer Health Checks: Conduct regular health checks with customers to monitor their satisfaction, usage, and overall success with our software.
  • Churn Prevention: Identify at-risk customers and implement strategies to prevent churn, ensuring long-term retention.
  • Upsell Opportunities: Identify and communicate upsell opportunities to the sales team based on customer needs and feedback.
  • Customer Surveys: Conduct customer happiness surveys to gather feedback and identify areas for improvement.

Requirements

Requirements

  • You are experienced: You have 3+ years of experience in customer success, account management, or customer support in a SaaS environment. You are familiar with customer success tools and CRM systems (e.g., HubSpot, Zendesk) and have a solid understanding of sales methodologies, pipeline management, and stakeholder engagement.
  • You have a customer-centric mindset: You have a passion for helping customers succeed. You prioritize their success, demonstrating proactive problem-solving skills and adeptly managing multiple tasks and priorities.
  • You are a fast learner: As the ESG space is relatively new, expert-level ESG knowledge is not a requirement, and we provide on-the-job training. What is important is an above-average self-motivation to learn combined with a high level of activity to take Atlas Metrics to the next level.
  • You are entrepreneurial: You are results-driven and thrive in a startup environment. You have an understanding of core business priorities and KPIs to achieve. You think creatively, are solution-oriented, adaptable to change, and have a drive for continuous innovation.
  • You lead: You have excellent communication skills and are experienced in working in a remote-first environment with a distributed team.

Candidates must be fluent in German & English.

Benefits

We value dedicated people and we know that it's important to recover, disconnect, and spend time with your family. If you join Atlas, you will receive:

  • Competitive salary with uncapped commission
  • Generous equity package
  • A family-friendly work environment with flexibility and understanding around the hours you work
  • Equipment of your choice
  • Full social security benefits
  • Home Office Budget

We are a remote-first company. You can either work out of our headquarters in Berlin or remotely. Choose the setup that works best for you. Remote locations should be within +/- 3 hours of CET time. We regularly get together at co-location weeks to strengthen a great culture across geographies.

We celebrate diversity and understand its value in solving complex problems. We’re committed to building teams that bring in a variety of backgrounds, perspectives, and skills. Our mission is to change the way our economic system works and make the impact of companies transparent.

We are an equal opportunity employer: all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive and inspiring workplace!