Customer Success Manager
(Hamburg, Germany)

About the job

Are you a Customer Success Manager and would you like to join a fast-growing scale-up company with the vision of building trust and transparency between people, institutions, and companies

Who are we looking for? 

Impero, a rapidly growing SaaS company specializing in Governance, Risk Management, and Compliance (GRC) solutions, is looking for a dynamic, service-oriented professional to join our team as a Customer Success Manager. If you are passionate about customer experience and building relationships, then we’d love to hear from you.

As a Customer Success Manager at Impero, you will be the face to our customers to cultivate relationships in the DACH region and support the expansion at our clients. You will be responsible for ensuring the success and retention of our customer base by driving adoption, promoting user satisfaction, and advocating for our solutions within client organizations.

With a key goal of efficient and effective marketing pipeline generation and progression, you will help create revenue growth as our subject matter expert on paid channels, testing, and optimisation. You should have expertise in LinkedIn and HubSpot and be passionate about using paid channels to complement a buyer’s journey to ultimately create and capture demand. Experience of Dreamdata or similar revenue attribution platforms is preferable.

Impero risk map laptop view desk

Who are we? 

We’re an ambitious scale-up SaaS company listed on Nasdaq First North, providing an easy-to-use compliance management platform to larger organizations. In essence, we are here to increase trust and transparency. The Impero platform enables companies to easily manage compliance through automation of risk and control management, documentation, and reporting.

At Impero, we have implemented a people-first culture based on the understanding that the right people are key to securing remarkable growth.
We believe that people will excel when given the proper tools in a growth environment.
Our values are all about being

  • Caring – We care about our surrounding world and maintain attention to details

  • Curious – We are curious and love to explore through creativity

  • Transparent – We are founded on trust and transparency

  • Rebellious – We challenge the status quo

Responsibilities:
  • Facilitate the technical onboarding of new clients and the set up of demo environments 
  • Develop stronger customer relationships to understand their needs, expectations, and how they are using our tool to provide tailored support 
  • Drive customer adoption and success with our GRC tool by providing training, support, and feedback 
  • Proactively identify at-risk customers and devise strategies for engagement and retention 
  • Analyze customer usage data and feedback to provide insights, make recommendations, and demonstrate value to customers
  • Develop customer engagement plans and conduct regular check-in calls and business reviews to maintain high levels of customer satisfaction and identify uplift opportunities 
  • Collaborate with the commercial team to expand and maintain customer engagement 
  • Working with customers to better understand their business needs and goals to gather product or service feedback
  • Advocate for customers’ needs/issues cross-departmentally and coordinate with other teams to resolve them 
  • Manage customer-related contacts, tasks, and general information in CRM tool 
What you'll bring
  • Bachelor’s degree in Business, Communication, or related field 
  • First experience in a customer-facing role preferably in the SaaS industry or consulting, ideally with exposure in the field of compliance 
  • Highly proficient in English and German 
  • Exceptional communication and relationship-building skills 
  • Strong problem-solving abilities and customer-centric mindset 
  • Proven ability to manage multiple projects while paying strict attention to detail 
  • Excellent presentation skills 
Location

Germany (on-site) at our office in Hamburg. We offer flexible working arrangements, yet we love to see our colleagues at the office both for everyday activities, and also when we gather the entire team for team-building activities, learning experiences etc.

Apply for the position by sending your resume and application to career@impero.com labelling it “Customer Success Manager”.

Please note

Please note that we are screening and interviewing on an ongoing basis.

Impero is an equal opportunity employer. All aspects of employment, hiring and promoting are based on merit and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression.

Please be aware that if hired, as part of our Background check, we require a copy of your criminal record. We do that to ensure that we remain a trusted service provider and partner as well as to comply with relevant compliance requirements.