You are interested in the position as Customer Success Manager (m/f/d) at Keaz - Pocket Agency GmbH?
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Please note that the position is only available to applicants from Germany.
The language requirements for this position are: German - Native speaker.

About the Role

As Customer Growth Manager #1, you will be the foundation for our customers' success. Your main goal is to drive the growth of our customers and build long-lasting relationships.

About us

We strive to be the reliable foundation that powers the businesses we all love. Our goal is to build the go-to platform for hundreds of thousands of small businesses—a trusted resource for marketing, customer engagement, and growth. You'll be joining a talented team, including Nicolas, Luciana, Cornelius, Nils, and Niels, all supported by top-tier investors like PitchDrive and Altitude.

Our Values

We stand for the underdogs and the outsiders. For the businesses that have always been left behind. We champion those who are overlooked by the masses.

Our values reflect this commitment:

• Support the Community
• Focus on the Essentials
• Move Fast and Consciously

Activities

How you will make a difference:

• Be passionate about customer success and establish yourself as the trusted advisor for your customer segment
• Drive positive Net Revenue Retention by reducing churn risk, and identifying opportunities for customer expansion and upgrades
• Create customized success plans on customers’ goals & challenges, holding customers accountable for driving action
• Compose strategies to help increase WhatsApp revenue for all your customers through our platform while driving growth and expansion
• Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation.
• Share feedback to Product/Engineering on product improvements to enhance customer engagement.

Requirements

Basic Requirements

• 3+ years of customer success or account management experience with a track record for building and nurturing relationships with multiple stakeholders on an account at a time.
• Well-informed and continuously learning about the evolving martech landscape, and surrounding technologies, with an ability to position Keaz value propositions to complex customers.
• Experienced with Martech solutions leveraging best practices across Email, SMS, or WhatsApp with an understanding of how to leverage a CRM
• An excellent communicator through various channels, demonstrating strong written and verbal skills, and the ability to effectively represent marketing needs across multiple audiences (project managers, marketing leads, developers, etc.)

Preferred Requirements

• Experience in analyzing marketing data, creating dashboards, or using data to create strategic recommendations for clients.
• Experience in leading workshops or training for clients to improve their understanding and use of the platform.
• Experience in the e-com and DTC area.

Team

Why You Might Not Want to Work at Keaz

Becoming CS Manager #1 at Keaz is not just a huge opportunity; it’s also a significant challenge. If you're familiar with the structures of large corporations, that’s certainly an advantage. But if you rely on those structures, this might not be the right place for you.

Our work environment is fast-paced and can be truly demanding. It’s not for everyone, but we’re confident that the right people will be drawn to it.

Why working at Keaz

At Keaz, you’ll have the chance to join a young, ambitious team and take on responsibility from day one. We offer a workplace in the heart of Berlin, equipped with state-of-the-art technology, regular team lunches, and a public transport subsidy.

Additionally, we provide attractive stock options, allowing you to benefit from our growth beyond just your salary.

Join Keaz if your ambition aligns with our vision, and together, we'll take every small business to the next level. Be part of our marketing revolution.

Application Process

1. Brief call

2. Case study

3. Case study review

4. Vibe check call

5. Offcer

About the Company

We aim to be the reliable foundation that supports the businesses we all love. We’re building a solution that becomes the go-to platform for hundreds of thousands of SMBs—a trusted resource for marketing, customer engagement, and growth.