Customer Success Manager for fast-growing SaaS company

About the job

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.  

We’re an ambitious scale-up SaaS company listed on Nasadaq 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. 

The role

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 customers base by driving adoption, promoting user satisfaction, and advocating for our solutions within client organizations. 

Impero risk map laptop view desk

Key responsiblities

  • Facilitate the technical onboarding of new clients and the set up of demo environments. 
  • Develop strong 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 customer 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. 

Qualifications 

  • Bachelor’s Degree in Business, Communications, or a related field 
  • First experience in a customer-facing role preferably in the SaaS industry or consulting, ideally with exposure to the field of compliance  
  • Highly proficient in English and German 
  • Exceptional communication and relationship-building skills. 
  • Strong problem-solving abilities and a customer-centric mindset. 
  • Proven ability to manage multiple projects while paying strict attention to detail. 
  • Excellent presentation skills. 
About Us

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

Location

Hamburg, Germany

If you have questions about the job, please contact Nicolas Weisensee at nmw@impero.com

 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.