Customer Success Manager
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Job Description
Customer Success Manager guiding German enterprise customers using Citrine’s AI materials and chemicals SaaS platform. Driving adoption, value realization, renewals, and strategic customer relationships.
Responsibilities:
- Manage the customer-facing experience from contract kickoff through renewal or upsell
- Plan, document, and track value provided by the Citrine Platform to assigned customers
- Collaborate with internal teams to build best-in-class customer experience and satisfaction
- Oversee customer interactions and communications, ensuring delivery against project milestones
- Advance customer value realization, satisfaction, and platform engagement
- Identify risks threatening platform adoption, satisfaction, or renewal and execute mitigation plans
- Build trust-based relationships with customers from junior-level contacts through executives
- Gather customer feedback and ensure customer value alignment
- Structure, develop, and present business analyses highlighting Citrine’s value propositions
- Educate customers on updated features, capabilities, and new product offerings
- Liaise between product management and customers regarding feature collaboration and the Citrine Platform roadmap
- Identify and leverage company-wide resources to address customer satisfaction, growth, renewal, risks, and opportunities
- Collaborate daily with materials informatics engineers and sales representatives supporting assigned customers
Requirements:
- 5+ years of customer success enterprise SaaS experience, or other highly related experience
- Undergraduate degree, or equivalent experience, in a scientific or technical field such as statistics or computer science
- Superb communication and presentation skills
- Demonstrated experience presenting to senior executives and transitioning between conversations with executives, technical leadership, and scientists in German and English
- Demonstrated experience building trust-based relationships with clients/customers to advance strategic goals
- Demonstrated experience managing complex, technical projects and teams to outstanding results
- Ability to develop and drive a high-level strategic engagement roadmap
- Ability to generalize lessons from individual situations and establish best practices
- Ability to structure and execute business analyses to support customer value
- Deep understanding of AI-based SaaS/PaaS business models
- Ability to travel to customer sites approximately 30–50%
- Located and authorized to work in Germany
Benefits:
- Variable compensation up to 10% of annual base salary
- Fully remote work option
- Accommodations during the interview process for qualified persons with disabilities
- Inclusive work environment and commitment to equal opportunity
- Potential use of AI-enabled tools supporting the hiring process
- Potential interview recording with candidate consent, where legally permitted
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