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.

Our expectations from you

• At least 3 years of professional experience in an outward-facing role such as customer success management, technical account management, or technical consulting.

• Experience with headless products is mandatory (CMS, PIM, e-comm, or other tools. Agency background is also beneficial.)

• Familiarity with current web and mobile technologies in the context of project development.

• Experience working with annual or multi-year subscription sales models.

• Experience working with solution architects, developers, and/or technical support teams to solve customers’ technical challenges.

• Ability to prioritise a large number of competing requests and to thrive under pressure.

• Excellent English communication skills, both verbal and written. German is a plus to support DACH customers.

• CMS experience and knowledge (either as a developer or author) is a plus.

• Success in driving strategy and achieving outcomes for large companies is a big plus (Fortune 500, Global 2000, etc.)

• Occasional on-site customer visits are expected to strengthen partnerships and deliver enablement sessions/workshops when needed.

The Process

• Intro call with the People Team

• Interview with our Customer Success Team Lead

• Live case scenarios session with our team

• Conversation with the CEO

• Reference Check

• Job Offer

The response time after application, screening applications, and setting up the first intro call is usually within 1-2 weeks. You could expect some alterations when necessary.

About us

Hygraph is a dynamic Berlin-based startup that empowers thousands of developers and content teams to create dynamic digital experiences that effortlessly engage their customers. Hygraph is on a mission to eliminate complexity for global teams and help them scale content without friction. Our platform empowers you to create, deliver, and distribute content faster and at scale. We’re a team committed to shaping the future of AI-powered content platforms. We are trusted to manage content for teams from over 50,000 organisations, like Dr. Oetker, Shure, Samsung, Ashley Furniture, Telenor, Philips, and Gamescom.

You will be part of a remote-first and globally distributed team that is committed to working collaboratively, transparently, and passionately. We believe in a remote-first approach where everyone is encouraged to do their best from wherever they are and work together with transparency, accountability, and ownership. We learn continuously through feedback and have a yearly learning budget to attend training and conferences.

Note: We are fortunate to receive a large number of applications for our roles. To manage this effectively and give each application the attention it deserves, we use AI-assisted tools to help assess certain screening questions and handle application elements. This helps us ensure a consistent and timely review process. All final hiring decisions are made exclusively by our human recruitment team.

Hygraph is an equal opportunity employer committed to hiring people with diverse backgrounds. We believe that diversity, unique experiences, qualities, and different cultures enrich our workspace's productivity and promote innovation and creativity.