Customer Success Manager, EMEA (maternity cover) (m/f/d)

Chaos is a leading global software company that provides world-class visualization and design solutions, empowering creative minds to bring ideas to life. 

For over twenty years, Chaos has developed innovative technologies serving multiple industries, including architecture and design, media and entertainment, and product e-commerce. Chaos’ solutions help architects, designers, VFX artists/animators, and other creative professionals share ideas, optimize workflows, and create immersive experiences.

Headquartered in Karlsruhe, Germany, Chaos is a global company with offices in 11 cities worldwide. In 2022, Chaos and Enscape merged, bringing together two industry-leading companies into one. Since then, Chaos has continued to grow with the additions of Cylindo, AXYZ Design, and Evolve Lab, further expanding our expertise and solutions across architecture, design, e-commerce, and AI. For more information, please visit chaos.com.

Customer Success Manager, EMEA (maternity cover)

***This position is based in Bulgaria, with remote/hybrid working options. Applicants must have a work/residence permit for the respective location.***

Main Responsibilities:

• Managing a portfolio of customers for the AEC & M&E industries, ensuring their success and satisfaction with our products.

• Collaborating closely with our Product, Sales, Marketing, and Support teams to provide a seamless customer experience from onboarding to ongoing account management.

• Developing customer success plans and tactics that outline critical success factors, measure progress, and drive customer adoption and value realization.

• Identifying opportunities for upselling and cross-selling products and services to customers to maximize revenue and customer growth.

• Monitoring customer health metrics and proactively addressing any potential issues to reduce churn and increase customer retention.

• Providing feedback to Product, Support, and Marketing teams to improve our offerings and customer experience.

• Build and maintain strong relationships with EMEA customers and key stakeholders, using a combination of automated and personalized approaches to ensure a high level of customer satisfaction and retention.

• Drive customer advocacy by identifying and nurturing customer champions to promote and share their success stories.

• Manage customer escalations and ensure they are resolved in a timely and satisfactory manner, using both automated and personalized approaches as needed.

• Stay up-to-date with industry trends and best practices.

• 3+ years of experience in customer success, business development, strategic partnerships, account management, or similar role, preferably within the AEC & M&E software industries.

• Strong focus on customer satisfaction and the ability to empathize with and prioritize customer needs.

• Experience working cross-functionally with different teams.

• Familiarity with customer success software and/or CRM platforms.

• Ability to identify business opportunities and maximize customer satisfaction.

• Ability to manage customer escalations and resolve issues in a timely and satisfactory manner.

• Excellent written and verbal communication skills.

• Excellent relationship-building skills.

• Excellent problem-solving skills.

• Staying updated with industry trends, emerging technologies, and best practices.

• A bachelor’s degree in business, economics, management, or a related field would be preferred.
  

Why Chaos?

• Working for a globally recognized company for its cutting-edge products and honored with Academy Award for its contribution to motion pictures
• Working alongside talented people in an environment which fosters learning and knowledge-sharing
• Supplemental health insurance
• Flexible working hours and additional days off
• Competitive remuneration package
• Technical trainings and certifications
• Play and relax area in the office
• Special Discounts

We welcome people who value teamwork, stick to their agreements and are curious to explore new ways for achieving mastery.
If you think your profile is a good match for this role at Chaos, send us your resume and projects you have worked on.
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