Job Description

Customer Success Manager/Executive

Hybrid (minimum of 2-3 days a week from the office)

SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.

As a Customer Success Manager (CSM) for Enterprise High Touch Accounts, you will be responsible for managing a high-value portfolio of strategic customers using Usercentrics product suite . Your primary focus will be ensuring customer satisfaction, identifying growth opportunities, and driving long-term success. You will act as a trusted advisor, guiding customers through best practices, coordinating across internal teams, and developing customized success plans to maximize their ROI.

Your main focus will be to drive growth success and customer journey
Key Responsibilities
Strategic Customer Success & Relationship Management

• Serve as the primary point of contact for high-value premium/corporate customers, building and maintaining strong relationships with key stakeholders.
• Develop a deep understanding of each customer’s business goals, compliance needs, and success metrics.
• Conduct regular business reviews to ensure alignment between customer objectives and our platform’s capabilities.
• Act as a customer advocate, ensuring their feedback is communicated to internal teams (Product, Support, Sales).

Customer Success Planning & Execution

• Provide personal onboarding support and implementation/consultation ( with Customer Engineer support)
• Develop and implement Customer Success Plans (CSPs) tailored to each enterprise account, outlining goals, key milestones, and success metrics.
• Proactively monitor customer health metrics, engagement levels, and potential risks, taking action to prevent churn.
• Guide customers through product adoption, best practices, and ongoing optimization to ensure long-term value.

Upsell & Expansion Strategy

• Identify upsell, cross-sell, and renewal opportunities by understanding customer needs and business challenges.
• Work closely with Product, Marketing and CE teams to position upgrades, add-ons, and expanded use cases.
• Lead commercial discussions around contract renewals and expansion plans, ensuring mutual benefit.
• Obtain customer referrals/case studies/testimonials

Internal Coordination & Cross-Functional Collaboration

• Partner with Product, Support, Sales, and Customer Engineering teams to deliver a seamless customer experience.
• Act as the customer’s voice within the organization, influencing product development and feature prioritization.
• Collaborate with the Marketing team to share customer success stories and case studies.

Industry Expertise & Thought Leadership

• Stay up to date on industry standards
• Stay up to date with the product features
• Educate customers on CMP, incl. New features, products, add-ons, etc
• Represent the company at industry events, webinars, and customer training sessions when required

Requirements

Qualifications & Skills:

• Experience: 3+ years in Customer Success, or a similar related role, preferably in SaaS, data privacy, or compliance technology
• Strategic Thinking: Ability to develop and execute customer success plans for enterprise clients.
• Relationship Building: Strong communication and interpersonal skills to build trust with senior stakeholders.
• Problem-Solving: Analytical mindset to identify challenges and propose effective solutions.
• Sales & Negotiation: Ability to recognize and act on upsell and expansion opportunities.
• Collaboration: Experience working cross-functionally with Product, Sales, and Support teams.

Benefits

Include:

• Development Budget for every employee: 800,- EUR / year
• Job-related Language Courses (English, German, Czech, Spanish etc.): 350,- EUR / year
• Hybrid working policy and the possibility to take a workcation (90 days per year from a European country)
• Online yoga sessions
• Massages
• Headspace App
• Events - Team Buildings, happy hours, parties/get togethers, occasional company covered breakfasts/lunches, in/across offices, online/in person etc
• Gifts - We celebrate life & work milestones at UC (work anniversaries, new born babies and similar)
• Snacks, fruits, coffee and drinks in the office
  

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Why join Usercentrics?

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded people who build our success story together
• Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally
• Get involved! We have plenty of initiatives and love to see people from all departments enthusiastically participating and shaping our future together in different cross-department projects
• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)
• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Lisbon, Prague, Buenos Aires & New York. Another coming very soon!
• You are the most valuable asset to our company which is why we're happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being