Customer Success Manager (m/f/d)

at Onapsis Europe GmbH

The Customer Success Manager (m/f/d) is a key client-facing role within the Customer Success organization. In this role, you will drive onboarding, monitor customer health, ensure renewals, and partner with sales in achieving revenue growth goals. 

The CSM (m/f/d) manages a standard book of business independently, focusing on Relationship Building. You will drive product adoption and map customer business needs to specific features to create "stickiness". You act as a primary point of contact, conducting regular business reviews and managing the feedback loop to the Product team.

You are a critical component of Onapsis’ growth, focused on key elements of the customer journey: Onboarding and Renewals to ensure Onapsis customers achieve the greatest value.

• Own/drive renewal opportunities, forecasting, negotiation for transactional customers.
• Adoption & Stickiness: Map customer business needs to specific product features to drive deep integration.
• Identify upsell opportunities within customer accounts and hand them off to sales.
• Business Reviews: Conduct regular business reviews to track progress against customer goals.
• Gauge health of each account, document renewal health detail and develop resolution strategy for any high-risk accounts.
• Act as liaison between customer and internal business groups to ensure a smooth transaction for the customer. Specifically, partner Cross-functionally with: 
• Sales: Identify expansion opportunities and hand off to sales.
• Legal: Identify and proactively resolve any ‘legal red flags’.
• Partners: Create renewal quotes specific to each partner segment.
• Maintain consistent high-level knowledge of the product, version updates, and pricing.
• Successfully negotiate all issues related to renewals.
• Guide customers through the onboarding process, specifically: create licenses for new customers.
• Support process, specifically: track support cases and drive to resolution.

• Customer Focus: Build customer loyalty through consistent engagement.
• Value Justification: Begin to articulate the value proposition of Onapsis solutions to mid-level stakeholders.
• Domain Expertise: Develop a working knowledge of cybersecurity trends and vulnerability management.

• 3 - 5 years of experience in a customer success or account management role.
• Experience in cybersecurity.
• Experience using CRM software to manage customer health and sales processes.
• Four-year college degree from an accredited institution or equivalent experience.
• Enterprise SIM experience is desirable.
• ERP experience (SAP, Oracle or other business systems is a plus).
• Experience presenting to customers to guide the customer on how to best employ and execute security methods, tools or technologies to maximize the organization’s security effectiveness.
• Experience working across functional teams both with a customer as well as internally to build consensus and to drive progress on initiatives.
• Ability and experience with security organization operations, workflow and vulnerability management.
• Experience in an early to a mid-stage security software company is a plus.
• Business-fluent English skills (written and spoken) are required.
• German fluent speaking preferred.

• A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
• A unique culture of high achievement and teamwork.
• Supportive and humble colleagues are the space's top problem solvers and innovators.
• Financial security through competitive compensation and incentives.

This is a remote position for candidates based in Germany, Spain, the United Kingdom, or the Netherlands.

Onapsis is a proven market leader that protects your business's most critical applications. Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring, and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT, and mobility initiatives while keeping the most vital systems and data protected and compliant.

Headquartered in Boston, Onapsis has regional offices in Heidelberg, Germany; Buenos Aires, Argentina; Texas, USA; and Bucharest, Romania. The company proudly serves more than 300 leading brands and organizations, including many of the Global 2000. 

For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.