Senior Customer Success Manager (m/w/d)

Senior Customer Success Manager

SafeNow is a startup based in Munich that aims to provide safety to every person on the planet for free. They are developing an app to provide immediate access to locally relevant helpers, whether they are friends, family, or professional helpers. SafeNow is a diverse team of 28 people from 7 different nationalities working towards a common vision of making the world safer for everyone.

SafeNow is looking for a passionate team member to join their team in a fast-paced startup environment. They are a group of honest and open-minded people with a shared vision of making the world safer for themselves and the people and places they love. They are looking for an experienced team member to join as a Senior Customer Success Manager to put the satisfaction of their B2B customers at the center. If you enjoy planning projects, strengthening customer relationships, coordinating teams, and integrating innovative solutions into the daily lives of their customers, then they are excited to meet you!

Responsibilities

• Project Planning and Management: You will be responsible for the project planning and coordination of new SafeNow zones for their B2B customers. From the signing of the contract to the successful live operation and long-term support, you will keep track of all important milestones and resources, coordinate internal and external service providers and installation partners, and ensure customer satisfaction.
• Marketing and Activation with the Customer: You will develop and implement sustainable and effective marketing and activation concepts together with the customer to ensure that guests and employees on the site know that SafeNow exists and can use it. Sustainable activation will be at the center.
• Stakeholder Management: In your role, you will be the contact person for their customers and internal teams. You will ensure that all stakeholders are informed and involved, and that their concerns and needs are adequately addressed.
• Training of Security Personnel and Employees: You will train the security personnel and employees of their customers in the use of SafeNow and ensure that they become fans. This will ensure that SafeNow is reliably used in daily operations and that their users can count on quick and professional help in case of an emergency.
• Health Checks and Reporting: Even after go-live, you will ensure that the customers are satisfied, identify potential upselling opportunities, and regularly report on the status of the customers both internally and externally. You will also ensure that marketing activities take place consistently, e.g. at Christmas parties or first aid training, and keep the customers informed of new developments.
• Development of Customer Success: You will contribute ideas on how to better support their customers, actively bring them in and implement them.
• Responsibility for Internal Projects: You will support the management in the operational business and take responsibility for strategic projects, such as the onboarding of new installation partners.

Qualifications

• 5+ years of professional experience: in customer-oriented roles and project management, such as consulting, project management, customer success, etc.
• Confident demeanor: You will convince with a self-confident and professional appearance. In customer interactions and when coordinating projects, you will convey security and competence.
• Eye for quality: You have a penchant for perfectionism, because at SafeNow, good quality makes all the difference, whether a emergency can be prevented or not.
• Background in marketing, brand communication, or change management: Ideally, you have experience in how to make changes sustainable in a company. It is important that SafeNow becomes part of the processes and self-understanding of their customers and is used throughout.
• Technical understanding: You have a good technical understanding that enables you to understand the technical processes and requirements of SafeNow and communicate with customers and internal teams on an equal footing.
• Travel readiness (20-60%): You like to travel to customers, support the establishment of SafeNow zones, and conduct on-site training.
• German and English: Most of your customer interactions are in German. They value diversity and are a mixed team. Therefore, it is important that you are fluent in both German and English.

Benefits

• Purpose-driven work: Start every morning knowing that your contribution is making the world safer.
• Write your success story: Receive shares in their rapidly growing startup (ESOP) and benefit directly from the company's success. You are not just working at SafeNow – you ARE SafeNow!
• Friendly culture: Experience a performance culture based on friendship and cooperation – at SafeNow, it's all about working together. They create a space where authenticity and individuality are celebrated. They firmly believe that different perspectives and backgrounds lead to innovative ideas and solutions.
• Maximum flexibility, maximum trust: Shape your work and vacation times completely flexibly through their hybrid work model.
• Personal development: Experience a steep learning curve, a lot of independence and responsibility – your scope for shaping things is as big as your ideas.
• Transparency: Experience a togetherness based on complete transparency. You will receive insights into all areas of SafeNow and benefit from the inputs of all teams. Together they celebrate their successes and learn from their experiences.
• Unique workations: Experience inspiring team workations – whether in a cozy mountain hut in Austria, a sunny finca in Mallorca or an idyllic house at Lake Chiemsee. Modern facilities: Enjoy their modern campus with food trucks, outdoor pool, rooftop terrace with alpine view, eGYM Wellpass membership and a cozy office – including our tree Benjamina and regular afterwork events.

If you are excited to be part of this exciting journey and shape the future of safety, they are looking forward to meeting you! Show them who you are, what drives you, and why you are excited to make the world a little better together. In the meantime, feel free to check out their website to get to know the team and SafeNow: