Customer Success Manager

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021, bringing together 12 global software businesses creating a connected ecosystem of solutions for automotive retailers and manufacturers worldwide. Spanning sales, marketing and aftersales, our SaaS portfolio supports every stage of the customer journey, from first enquiry and vehicle purchase through to ownership, servicing and repair, helping retailers sell more vehicles, strengthen customer relationships and improve operational performance.

CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture.

About the role

We’re looking for a Customer Success Manager to join our growing team in Germany. In this role, you’ll build and nurture long-term, trusted relationships with customers across the DACHP region, ensuring they gain maximum value from our solutions. The role focuses on driving the adoption and expansion of Voice AI solutions among our existing customers across the DACHP region.

Your focus will be on driving adoption and retention, identifying opportunities for growth across the CitNOW Group portfolio and acting as a strategic partner to help customers achieve their goals. You’ll be working fully remote in Germany or in our beautiful office in Hamburg.

In this role, you will:

• Work alongside the Sales and Onboarding teams to successfully and seamlessly onboard new client accounts immediately prior to and post contract signing, supporting the full transition to Customer Success
• Build, maintain and develop exceptional customer relationships with existing customers, focussing on driving engagement across a defined territory through a partnership approach
• Identify growth and upsell opportunities across the CitNOW Group portfolio with a focus on our fully integrated CRM solution Dealerdesk
• Collaborate with the wider DACHP team to share knowledge and continue the development of best practices
• Establish & develop multi-level contacts and networks within allocated accounts and brands as part of the account review process
• Monitor customer health and take corrective action when a decline in engagement is identified
• Drive the education of product releases for our customers through review meetings, ensuring that new feature requests for customers are considered internally when building future product roadmaps
• Work closely with the Customer Support team to ensure customers are receiving a high level of customer satisfaction through first class support at 1st and 2nd line level
• Ensure all contact activity, business information and details are kept current within Salesforce
• Own the customers subscriptions to ensure they are configured to achieve the group’s goals and usage is as desired
• Help define and optimise internal processes by identifying gaps and solutions proposal

We are looking for:

• Fluency in German with excellent written and spoken English
• Experience in a Customer Success Manager position in a Technology/SaaS business, managing a large customer portfolio is highly desirable
• Excellent analytical and problem-solving abilities, with the ability to work in a fast-paced environment
• Strong relationship-building skills with the ability to manage multiple stakeholders
• Commercial mindset with experience identifying upsell and cross-sell opportunities

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

View our candidate privacy policy here - CitNOW-Group-Candidate-Privacy-Policy.pdf (citnowgroup.com)