The Role
As a Senior Customer Success Manager, you will engage with enterprise clients to enhance software adoption and improve customer value realization. Your role includes consulting on digital transformation, managing key relationships, analyzing usage patterns, and advising internal teams to ensure customer satisfaction and retention.
Summary Generated by Built In
About the company
Userlane is an award-winning Digital Adoption Platform that empowers organizations to understand and improve the value of their technology investments.
Working with some of the world's most recognizable enterprises, Userlane identifies and eliminates adoption barriers across software applications. The Userlane Adoption Suite helps enterprises deliver employees and customers a more engaging, rewarding, and productive software experience while realizing the full value of their software investments.
If you want to drive meaningful change for employees and employers alongside some of the most talented and dynamic people you’ve worked with, Userlane might be the perfect place for you.
About the role
As an Senior Enterprise Customer Value Manager, you will be a strategic partner for some of the largest brands globally. Collaborating across teams and geographies, you will support Userlane’s customers to understand and improve the value their organization realizes from their software investments. Using Userlane’s unique HEART framework, you will understand how employees use software and work with multiple stakeholders to improve adoption, increase employee productivity and drive value realization.
Your main goals: Account retention and expansion.
Your mission
- Develop a deep understanding of Userlane’s solutions to deliver value for our customers and drive product adoption, retention, and expansion.
- Consult strategic accounts on their digital transformation plans, including goal-setting, continuous measurement, and jointly defined metrics.
- Build and maintain strong relationships with key stakeholders within the enterprise segment, becoming their trusted advisor.
- Act as the customer’s advocate towards internal units of our organization to drive engagement of additional experts or further product enhancements.
- Analyze customer usage patterns to provide insights and drive increased engagement and satisfaction.
- Drive regular risk & opportunity assessments for your portfolio and forecast accordingly to make data-driven decisions.
Your profile
- Proven track record (5+ years) in customer success, consulting, or account management within a SaaS organization working with enterprise accounts.
- Experience managing relationships with large-scale enterprises and delivering customer-centric solutions to drive long-term value.
- Ability to dismantle ambiguity and deal with multiple stakeholders across different levels.
- Strong analytical and problem-solving skills to interpret data and translate it into actionable insights.
- Excellent project management, communication, and presentation skills, with the ability to engage and influence senior executives.
- Affinity for technology and digital transformation in conjunction with strong business acumen.
- Fluency in English and German.
What's in for you…
- Team & Culture: A high-performance culture with world-class leadership and a fun, engaged, motivated, and diverse team with people from over 20 countries.
- Market: Userlane is among the global leaders in the young and rapidly growing Digital Adoption industry.
- Growth: We take you and your development seriously. Take over responsibility from day one and have a real impact. In addition, we offer regular in-house training on diverse topics.
- Benefits: We offer flexible benefits related to Savings and Security, Health and well-being, and Lifestyle and Leisure
- A beautiful office centrally located in the Munich East (Neue Balan), with free drinks and many events.
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The Company
What We Do
Userlane is an award-winning Digital Adoption Platform that identifies and eliminates adoption barriers across software. Discover which software applications are in use, understand usage patterns and areas of digital friction, and improve employee productivity and experience. Realize the full value of software investments with Userlane. See Userlane in action: https://www.userlane.com/book-demo/
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