Careers

Description

Upstream is looking for a talented full-time Customer Success Manager to join the EMEA CSM team, focusing on supporting Upstream product sales to large smart mobility and automotive OEM vendors.

At Upstream, the Customer Success Manager plays a crucial role in ensuring customer satisfaction and maximizing the value delivered by our products and services.

Therefore, as a Customer Success Manager, you will be responsible for effectively managing customer engagements end-to-end, from the preliminary engagements and discussions, through POC and POV, product deployment, technical on-boarding, on-going operations, scoping new opportunities and leading them to fruition.

The CSM is also responsible for maintaining and strengthening the relationship with counterparts and key stakeholders, identifying customer's pain points and devising a plan of action to address them. 

This role is full-time and is based in Munich, Germany.

Responsibilities

• Actively manage on-going engagements with existing customers and PoC projects with prospects. This includes effective resources coordination and allocation, day-to-day management of activities, executive progress reviews, training, etc.
• Build a long-term relationship with counterparts and stakeholders on the customer side, based on trust, respect, technical appreciation and a tireless strive to improve user experience.
• Represent customer voice and advocate for customers with Product, Engineering and Marketing teams.
• Effectively and resolve any customer challenge related to our products or services to ensure continued customer loyalty.
• Provide customers with a deep understanding of the Upstream product roadmap to maximize customer value and support upsell opportunities.
• Actively collaborate with Sales, Partner Management, Product, Data and Research, DevOps, Ops and Product teams.

Requirements

• Fluent in English and German
• 3+ years of program or project management / CSM experience / service management in a fully remote environment (both internal and external)
• 5+ years of IT security experience in a SaaS environment
• Strong communication, critical thinking, time management, multi-tasking, matrix management, and multi-customer management skills necessary
• Exceptional “customer-first” mindset
• A strong background in cybersecurity  
• Availability for traveling
• Experienced with customer service / support in the automotive / mobility industry - preferred 
• Familiarity with Enterprise SoC operations - preferred 
• Deep understanding of the automotive market- preferred
• Agile / SAFe certifications- preferred
• French / Swedish language proficiency - preferred