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Diabatix is a Belgian software scale-up that specializes in generative thermal design. We develop Coldstream, a SaaS platform automating the thermal engineering process for Tier 1 enterprise customers across several industries like automotive, consumer electronics, aerospace, lighting or semiconductors. Our business is exponentially growing; hence we’re further looking to expand our team with a Customer Success Manager (m/f/x):
Job Description:
Diabatix is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team. As a CSM, you will play a vital role in ensuring the satisfaction, retention, and growth of our enterprise customers with annual contract values exceeding $100,000. You will collaborate closely with our Sales, Product, and Support teams to maximize customer success and drive business outcomes.
Responsibilities:
- Serve as the primary point of contact and advocate for a portfolio of enterprise customers, building strong relationships and understanding their business needs.
- Proactively engage with customers to understand their goals, identify opportunities for upselling, and drive adoption and success with our products and services.
- Conduct regular business reviews and check-ins with customers to ensure their satisfaction, identify potential challenges, and develop strategies for mitigating churn.
- Collaborate closely with internal teams, such as Sales, Product, and Support, to address customer needs, resolve issues, and optimize their overall experience.
- Develop a deep understanding of our products and services to effectively communicate value propositions and provide guidance on best practices.
- Analyze customer data and metrics to identify trends, patterns, and areas for improvement, and leverage insights to deliver data-driven recommendations to customers.
- Monitor customer health scores, customer satisfaction levels, and renewal timelines to proactively identify potential risks and develop strategies to mitigate churn.
- Act as a customer advocate within the organization, providing feedback and insights to drive product enhancements and improvements based on customer needs.
Qualifications:
- Master’s degree in business, marketing, or another customer facing field.
- Proven experience as a Customer Success Manager or similar role, ideally within a SaaS or technology company, with a focus on enterprise customers and high-value contracts.
- Strong understanding of customer success principles and methodologies.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with stakeholders at all levels.
- Ability to work in a fast-paced, high-demanding but also technical environment and adapt to changing priorities.
- Results-oriented mindset with a proven track record of meeting or exceeding retention and upselling targets.
- Analytical mindset with the ability to analyze data, derive insights, and make data-driven recommendations.
- Passion for technology and a strong desire to help customers succeed.
Why Join Diabatix:
- Opportunity to work with a highly talented and passionate team of A-players in a fast-paced, innovative environment.
- Chance to make a significant impact on the success and growth of enterprise customers.
- Competitive salary and benefits package, including performance-based incentives.
- Career development and growth opportunities within a rapidly expanding organization.
- Strong company culture with a focus on collaboration, teamwork, and employee well-being.
If you are a self-starter who thrives in a high-demanding environment and is passionate about delivering exceptional customer experiences, we would love to hear from you!
How to Apply:
Please submit your resume and a cover letter outlining your relevant experience and why you are interested in joining Diabatix. We appreciate all applications; however, only those selected for an interview will be contacted.
Job Type: Full-time
