Customer Success Manager (German Speaking) - Remote within Germany

📋 Description

• • Own the entire customer journey for a portfolio of enterprise accounts across Germany, guiding them from onboarding through renewal and expansion while ensuring they achieve measurable cyber-resilience outcomes.
• • Design and deliver tailored onboarding programs that set customers up for long-term success, including stakeholder mapping, success-plan creation, and alignment of Immersive One capabilities to each customer’s strategic security objectives.
• • Build and execute a proactive, data-driven communication cadence—quarterly business reviews, executive briefings, health-check calls, and ad-hoc workshops—to keep adoption high, risks low, and value visible at every level of the customer organisation.
• • Translate complex cyber-risk concepts into clear, outcome-focused language for both technical and non-technical stakeholders, ensuring that security teams, HR, compliance, and the C-suite all understand the impact Immersive is delivering.
• • Partner with Sales and Solution Consulting to run proof-of-value engagements and expansion plays, identifying upsell and cross-sell opportunities that deepen account penetration and accelerate ARR growth.
• • Collaborate with Cyber Resilience Advisors, Product Marketing, and Engineering to surface customer feedback, influence roadmap priorities, and co-create new use-cases that keep Immersive One at the cutting edge of human-centric cyber readiness.
• • Monitor customer health metrics (CSAT, NPS, product usage, renewal likelihood) in Gainsight and Salesforce; create action plans that turn red flags into green lights and transform satisfied users into vocal advocates.
• • Lead multi-stakeholder project teams across time zones, using proven project-management methodologies to deliver onboarding, training roll-outs, and maturity assessments on time and within scope.
• • Champion the “customer voice” internally—present win stories, churn retrospectives, and feature requests in monthly cross-functional forums to ensure every department stays laser-focused on customer outcomes.
• • Travel throughout Germany (and occasionally to EMEA HQ) for on-site workshops, EBRs, and strategic planning sessions, building the kind of trusted relationships that can only be forged face-to-face.
• • Contribute to the continuous improvement of the Customer Success playbooks, templates, and enablement assets, raising the bar for the entire global CS organisation.
• • Mentor newer team members and share best practices in German and English, fostering a culture of curiosity, resilience, and customer obsession that mirrors Immersive’s core values.