Enterprise Customer Success Manager - German speaking

ABOUT TALON.ONE:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.

Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE TEAM:

You'll be joining our 10-person Customer Success EMEA team in Germany which is an integral part of our 20-person international Customer Success team. We foster a collaborative environment and alignment with various internal stakeholders in Technical Account Management, Sales, Partnerships, Product, and Marketing. We prioritize strong collaboration, open communication, and mentoring to promote bi-directional growth. Talon.One is committed to creating an inclusive workplace, as we believe it is essential for both ethical reasons and to positively influence the tech industry as a whole.

ABOUT THE ROLE:

As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management.

This is a full-time role based in Berlin, Germany.

ONCE YOU ARE HERE YOU WILL:

• Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams


• Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps


• Collaborate with technical operations (Technical Account Managers & Solution Architects) and the development team to integrate Talon.One and troubleshoot technical issues


• Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures


• Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets


• Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business


• Prepare and deliver strategic and business value to customers daily

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Passion for tech and experience with SaaS products and APIs


• Founded experience working in Customer Success, Account Management, or another client-facing role


• Experience working with diverse stakeholders both internally and externally Marketing, Developers, Sales, and Executives


• Lead complex customer onboarding and implementations, managing long-term projects involving our enterprise customers


• Drive revenue growth through upsell and renewal opportunities, aligned with a clear enterprise account strategy


• Exceptional communication skills in spoken and written English and German. Additional languages are a plus (Italian, Polish, French, etc)


• Empathetic, positive attitude with a desire to help our customers reach their goals


• Flexible approach and an ability to operate effectively with uncertainty and change


• Ability to manage a book of 15-20 accounts


• Experience working in the loyalty and promotion industry or relevant marketing-related experience

• €1,000 annual learning budget, full LinkedIn Learning access, and free German language courses to boost your skills


• 30 days of annual leave, plus extra paid days for your birthday and moving day


• Home office setup budget, a monthly home office allowance


• Freedom to work from abroad for up to 90 days worldwide!


• Mental health support with nilo.health and a discounted Urban Sports Club membership


• 20% company subsidy on your pension contributions


• Subsidised BVG public transport ticket and a dog-friendly Berlin office where your furry friend is welcome


• Lease your ideal bike through BusinessBike