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Customer Success Manager 🇩🇪

Tomorro is hiring!

About

Depuis 30 ans, les contrats n'ont pas changé.

Leur contenu est simplement passé d'une feuille de papier à un écran d'ordinateur et les entreprises ont dû s'adapter, en utilisant des outils de tous les jours, faute d'équipements adaptés.

Parce qu'ils sont au cœur du business et des relations commerciales, Tomorro réinvente la négociation contractuelle avec une expérience collaborative et intuitive.

Tomorro permet aux entreprises de gérer de manière simple et automatisée le cycle de vie complet d'un contrat, de sa création à son suivi, en passant par sa négociation et sa signature.

Job Description

Tomorro is scaling fast in Germany, and we’re hiring our first German-speaking CSM to build a top-tier local Customer Success experience. You will manage a growing portfolio, act as a strategic partner to your customers, and make sure they adopt Tomorro successfully, see clear business impact, and stay with us long term. This is a full-cycle, hands-on role at the heart of our German expansion.

Your mission

  • Manage a portfolio of 30 customers (ARR between €20K-€60K), both Mid-Market and Enterprise

  • Drive success throughout the entire customer journey: kick off, onboarding, deployment, adoption, expansion and renewal.

  • Identify adoption and business impact levers (usage, ROI, satisfaction) through regular business reviews.

  • Detect, qualify and close upsell/cross-sell opportunities.

  • Ensure portfolio retention by fighting churn risk and negotiating renewals.

  • Answer support tickets for German customers

  • Build content in German for the local customers (help center and e-elearning)

  • Be the voice of the customer internally and contribute to the continuous improvement of the product and customer experience.

Expected Impact

After 6 months

  • Manages the first customers in autonomy

  • Successfully onboards and deploys Tomorro on new customers

  • Masters the product and Tomorro’s value proposition

  • Detects and adresses risk over the portfolio

  • Creates the most critical content in German (help center and elearning)

After 12 months

  • Proactively and strategically manages portfolio by prioritizing accounts depending on opportunities and assessed risks

  • Manages renewals within the right timing

  • Identifies and closes upsell opportunities over the portfolio

  • Creates a full e-learning program in German

  • Supports AEs in closing deals by showcasing value from existing customers

Preferred Experience

Must-Have

  • Experience in CSM OR onboarding manager on a similar sized customers / portfolio (3 yrs minimum) in a B2B SaaS / software company

  • Appetite for commercial discussions (renewals & upsells)

  • Customer Relationship Management (notably experience of driving business review with C-level, and good listening skills)

  • Organized and rigorous to handle multiple projects simultaneously

  • Entrepreneur / hands-on mindset

  • Fluent in English

Nice to Have

  • Managed upsells, crossells and/or renewals

  • Proven track record of implementing processes

  • Deployed SaaS tools over multiple departments

  • Fluent in French

Recruitment Process

  1. 30-minute call with Mathilde (Business Recruiter): A chance for us to introduce ourselves, share more about Tomorro, and see if our expectations align.

  2. 1 hour background interview with Caroline (Head of Customer Experience) : A deeper discussion about the role, your experiences, and your expectations.

  3. 1h Business Case interview with Caroline et Anne-Thais (Team Lead & CSM) : We know your time is valuable, so we’ve designed a case that won’t take too long but will give us a good sense of your skills.

  4. 30-minute interview with Thibaut (Co-founder & Country Manager): To understand your ambition and motivations for joining Tomorro.

  5. Reference check: We’ll reach out to your references to complete the process.

Additional Information

  • Contract Type: Full-Time
  • Location: Munich
  • Occasional remote authorized
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