Customer Success Manager (f/m/d) - Berlin, Germany

How will you make an impact?
As our Customer Success Manager, you will serve as the primary point of contact for our customers across EMEA, helping them achieve both their technical and business goals while driving retention and expansion using our product. You will build personal relationships with multiple stakeholders per account, earning their trust and respect by enabling them to achieve success. You will work closely with our Sales, Product, and Support teams and report directly to our Customer Success Team Lead.

Our Customer Success Managers assist in ensuring successful onboarding, advise customers on best practices to ensure long-term project success, and help customers establish Centres of Excellence. Further, we define what success and value mean for each customer to ensure that their implementation achieves their business goals.

We are looking for a Berlin-based candidate to meet regularly with colleagues in person. Please submit your application and CV in English only.

Some of your tasks and responsibilities include:

• Becoming a trusted advisor to our customers and serving as their advocate for Hygraph.

• Guiding and helping customers at each stage in their journey with us - from onboarding to product discovery, implementation, initial project success, and finally expanding the use of Hygraph within the organisation wherever relevant.

• Developing strong knowledge of the product and our best practices, working closely with the product team on product delivery and feedback.

• Identifying expansion opportunities with your customers and coordinating with our sales team to achieve win-win contract growth.

• Being in continuous touch with both business leaders and developers, as well as other stakeholders.

• Preparing, organising, and leading check-in calls, meetings, and business reviews with customers.

• Connecting customers with other subject matter experts within Hygraph.

• Efficiently prioritising and addressing multiple requests from multiple customers.