Senior Customer Success Manager - Germany (m/f/d)

About the job

As a Senior Customer Success Manager for the German key account and regional customers, you will be responsible for ensuring the satisfaction and long-term success of our customers from the moment they start implementing our solutions. Your role is key in fostering strong relationships, proactively addressing customer needs, and helping them maximize the value of our software and services. You’ll act as a bridge between our German-speaking customers and our internal teams, ensuring their feedback is heard and driving organization-wide improvements that enhance their overall experience.

Your responsibilities will include: 

Customer Satisfaction and Advocacy

• Regularly assess customer satisfaction and take proactive steps to address concerns before they escalate.
• Assisting both Project Managers and Service Delivery Managers and serve as the first go-to person for any product, project or service-related escalations.
• Represent the customer’s interests within the company, ensuring their needs and expectations are considered in decision-making, e.g. in the roadmap cadence.
• Identify and communicate opportunities where our products and services can better support customers to drive sales opportunities.
• Involvement in pre-sales activities amongst others for feasibility and project plan.

Strategic Influence

• Contribute to high-level strategic discussions by participating in the Steering Committee and other customer meetings.
• Provide valuable input on long-term customer success strategies in partnership with the Key Account Manager.

Customer Relationship Management

• Build and maintain strong relationships with customers on all levels, both for IT and business departments.
• Keep customers informed about relevant product updates. Facilitate product strategy and roadmap sessions (with Sofico Product).
• Keep customers informed about relevant service updates.
• Assist customers in implementing effective governance models to manage both project execution and post-go-live operations.
• Organize regular business strategy and review sessions to evaluate progress, address concerns, and align on strategic and tactical objectives and planning.

Your skills and interests: 

You are a proactive and relationship-driven professional looking for a rewarding opportunity

What else is expected:

• Experience in customer success, account management, project or service delivery management within a technology or software-driven environment.
• Background in the automotive industry (ideally within the DACH region).
• Strong communication and relationship-building skills with the ability to work with stakeholders at all levels.
• Strategic thinking with a focus on driving long-term customer success.
• A customer-first mindset with a passion for delivering outstanding service.
• Proactive approach in identifying areas for improvement and innovation.
• Strong organizational skills to manage multiple customer relationships effectively.
• Business fluency in German and English.
• Willingness to travel within Germany and Benelux for customer meetings and business reviews.

What we offer:

At Sofico, you’ll join an international, multicultural company with over 30 years of success. We double in size every five years, staying true to our open and collaborative culture even as we grow.

We believe you should be in control of your own career. That’s why we put your personal development first. With an extensive onboarding program, you’ll spend six months learning our products and getting to know the organization with the support of a dedicated job coach. Your learning doesn’t stop there; we’ll continue to offer opportunities for growth and development throughout your career.

You’ll work in a modern, accessible office with flexible and hybrid work options that allow you to balance work and life. In addition, we offer:

• Flexible working hours and the option to work from home. 
• Employee discounts, eGym Wellpass, Bike Leasing and a subsidized Jobticket for public transportation. 
• Company pension scheme with optional additional occupational disability insurance.
• Growth potential through personalized learning and development plans.
• A vibrant team culture with regular team events and a company weekend.