Customer Success Manager – Public (m/f/d)

Location

Stuttgart / Remote

Your mission

Shape the digitalization of public administration with us! As a Customer Success Manager (m/f/d), you will be part of a dedicated, interdisciplinary Growth Team and play a central role in the success of our clients. You will accompany municipalities, critical infrastructures, banks, and educational institutions on their journey to the effective use of Conceptboard. From the initial implementation to long-term usage, you ensure that our software optimizes workflows, increases productivity, and delivers measurable added value.

Customer Relationship and Engagement

• Build and maintain strong customer relationships through regular meetings and proactive communication.
• Plan and implement joint adoption and engagement initiatives focused on customer needs.
• Continuously analyze the effectiveness of actions and optimize them based on data.

• Take responsibility for the entire onboarding process, including the development of individual plans.
• Support in setting up and training users, and create learning resources such as videos, interactive boards, and articles.

• Develop tailored programs to promote usage and customer retention.
• Contribute to securing contract renewals and upsells through targeted actions.

• Conceptualize, organize, and conduct workshops, webinars, and trainings – remote, hybrid, or on-site.
• Develop compliance-compliant content such as case studies, success stories, or use case boards.

• Analyze market trends and regulatory requirements to identify relevant topics.
• Monitor KPIs related to customer retention and health, and provide regular reporting to the Growth Team Lead.

• Collaborate closely with Account and Marketing Managers to develop and implement holistic strategies.
• Forward customer feedback to internal teams to address customer needs effectively and integrate their requirements into product development.

Your profile

• At least 3 years of experience in Customer Success, Account Management, Consulting, or Training, preferably in the SaaS sector.
• Proven success in developing and implementing adoption programs.
• A completed degree in Communication, Business Psychology, Marketing, Education, or a comparable qualification.
• Proficiency with Customer Success tools (CRM, Support, NPS). Knowledge of image and video editing software is a plus.
• Strong communication skills, combined with the ability to convey complex content clearly and understandably.
• Experience in the public sector and an understanding of its specifics is an advantage.
• Fluent in both German and English, written and spoken.

What you can expect of us

• Flexibility – Enjoy extensive freedom regarding your workplace (Mobile Office, Home Office, and In-Office) and tailor your working hours to suit your needs.
• Autonomy – Take advantage of the opportunity to work independently and responsibly, supported by a flat hierarchy and short decision-making paths.
• Internationality – Work in a global team that values and promotes cultural diversity. Our international network allows you to connect worldwide. 
• Team Spirit – We know how important in-person meetings are for strengthening team spirit. Therefore, we regularly organize social events.
• Competitive Compensation – Receive an attractive salary package and 30 days of vacation per year.
• Employee Benefits – Take advantage of a wide range of discounts through our external Corporate Benefits Partner.