CUSTOMER SUCCESS MANAGER
ABOUT THE JOB
To support our focus on regional growth across DACH, we are now hiring a Customer Success & Onboarding Manager located in Hamburg. In this role you will guide educational institutions across DACH through their digital transformation and maximize their use of our digital exam platform.
As a Customer Success & Onboarding Manager, you will play a crucial role in onboarding and implementing our innovative solutions WISEflow and WISEflow Originality for new customers. You will be a trusted advisor, guiding institutions through their digital transformation journey and ensuring they achieve maximum value from our products.
The role involves a mix of project management, training, relationship-building, and problem-solving. You must work closely with customers and internal teams to drive adoption, engagement, and long-term success.
KEY RESPONSIBILITIES
- Onboarding & Implementation: Ensure a smooth and efficient onboarding process for new customers, guiding them through the implementation of our products to meet their institutional needs.
- Customer Satisfaction & Relationship Management: Proactively monitor and drive customer satisfaction, engagement, and retention by ensuring effective adoption of our products, building and maintaining strong relationships with key stakeholders, and acting as a trusted advisor and main point of contact throughout the customer journey.
- Training & Enablement: Deliver training, workshops, webinars and best practice sessions to empower customers with the knowledge and skills to use our products effectively.
- Product Advocacy and Process Improvement: Collect customer feedback and work with internal teams to make product adjustments that address real-world requirements. Refine onboarding and customer success processes regularly to improve efficiency, scalability, and overall customer experience.
YOUR DAY TO DAY TASKS
- Serve as the main point of contact for assigned customers, building strong relationships and advocating for their needs within UNIwise.
- Monitor customer engagement, usage patterns, and satisfaction levels regularly. Continuously refine and optimise customer success processes based on collected insights and feedback.
- Work with customers to identify success metrics and support them in reaching their goals using our platforms.
- Provide continuous training, best practice sessions, and strategic guidance. Develop and implement customer success plans to support adoption and sustained engagement.
- Contribute to the development of onboarding materials, help guides, and training content.
- Organise and participate in customer events, webinars, and user forums.
- Handle administrative follow-ups, track customer interactions in our CRM system HubSpot, and ensure timely completion of routine onboarding steps.
- Coordinate with product, support, and sales teams to resolve customer issues promptly, share feedback, and align on customer success initiatives.
WHAT YOU BRING - QUALIFICATIONS
- A relevant bachelor's or master's degree, e.g. within business, education or IT.
- Demonstrated familiarity with the higher educational sector and experience managing or deploying SaaS projects and/or engaging with academic institutions in roles such as customer success or account management.
- Strong project management skills including experience managing onboarding/implementation projects, ensuring timely and successful customer implementation.
- Demonstrated ability to train others e.g. via customer training sessions, workshops, and webinars.
- Ability to communicate professionally in German and English.
- Familiarity with WISEflow is a plus.
HOW YOU WORK
- ou are self-motivated, taking responsibility and working efficiently independently as well as part of a team.
- You are customer oriented and passionate about helping institutions succeed in their digital transformation journey.
- You are result-driven with a commercial mindset which enables you to balance customer needs with business objectives.
- Your strong stakeholder management skills help you build and maintain solid relationships across different levels within institutions.
- You are proactive & solution-oriented, able to anticipate challenges and propose data-driven solutions.
- You are structured & detail-oriented and able to manage multiple projects and customers while ensuring a high level of quality.
YOUR TEAM
You will be part of our Customer Success department reporting to our Head of Customer Success & Services located in Hamburg. You will be part of a dedicated European team focusing on ensuring a professional and seamless experience for our customers. In collaboration with your colleagues in Customer Success & Onboarding, you will play an important role in shaping the customer journey and supporting our mission to drive digital transformation in the European education market.
WHAT YOU CAN EXPECT FROM US
- A friendly and collaborative work environment.
- The possibility to be part of an exciting growth journey.
- A culture built on trust that empowers creativity and encourages continuous learning professionally and personally.
- Ownership and impact based on trust and accountability.
- The opportunity to make a significant impact on the future of plagiarism detection in European education market.