Customer Experience Manager (w/m/d)

Customer Success Leadership:

• Develop and execute strategies to drive customers success, satisfaction and retention.
• Serve as the primary point of contact for account managers, to support building strong relationships and understanding of their customers' unique needs and objectives.
• Proactively identify opportunities to enhance the value delivered to customers through our Learning Suite.
• Collaborate cross-functionally with sales, product development and support teams to ensure seamless customer experiences.

Product Enablement:

• Track and oversee the stages of the customer journey, from initial onboarding through to ongoing success and growth.
• Develop and deliver training sessions, workshops, and resources to empower customers to maximize the value of our solutions.
• Stay updated on product updates, new features, and industry trends to provide valuable insights to customers.

Community Building:

• Establish and nurture a vibrant customer community, facilitating interactions and knowledge sharing among clients.
• Organize and coordinate events, workshops, and webinars to promote collaboration and exchange of best practices among customers.
• Encourage and facilitate customer feedback and advocacy initiatives to drive product improvements and promote customer success stories.

Customer Advocacy and Retention:

• Support account managers with identifying opportunities to upsell or cross-sell additional products or services based on customer needs and usage patterns.
• Monitor customer health metrics and engagement levels to identify and mitigate churn risks.

• Bachelor's degree in Business Administration, Marketing, Education or related field (Master's degree preferred).
• Proven experience in customer success, account management, or related roles within the digital learning industry.
• Basic understanding of digital learning solutions, learning management systems (LMS), and e-learning best practices.
• Excellent communication, presentation, and interpersonal skills.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Experience in community management or customer advocacy programs is a plus.
• Results-oriented mindset with a focus on driving customer satisfaction and retention.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency in written and spoken German and English.