At Moss, we help companies spend smarter. We’re a place where aspiring, adaptable quick-thinkers thrive, and we’re set to become the next leading spend management platform in the European FinTech industry.

Our Customer Success team is seeking a Senior Customer Success Manager (f/m/d). You will focus on and work closely with customers in our German market to improve processes and develop innovative strategies in order to maximize value and enhance their experience using the Moss product.

Your responsibilities

Here's a bit more on what you can expect to be doing day-to-day:

• Drive customer engagement - through building and nurturing value-creating and scalable relationships, you develop a deep understanding of your clients’ and their finance goals. You guide and consult with them in order to drive their engagement and the activation of all the spend management features.

• Upsell - you leverage your deep understanding of both the product and your customer's needs to identify new business opportunities, as well as product and feature optimisation initiatives to increase value for existing accounts. 

• Measure success and provide data insights - with the use of specific KPIs you aim to achieve and monitor revenue trajectory through, for example, key metrics such as spend engagement, SaaS uplift and renewals.

• Act as Product ambassador - working closely with internal stakeholders, you compile and communicate client feedback and act in an advisory capacity on current and future product features. 

• Thrive for process excellence - you aim for continuous improvement, designing and delivering upon the client journey touchpoints that will increase customer satisfaction and contribute towards long-term retention.

About you

We think you’ll need the following experience and qualifications to succeed in the role:

• Proven experience in a proactive customer-centric role, ideally in a B2B setting.

• Prior experience with upselling products and product features to existing clients.

• Fluent in both German (C2) and English (C1).

In addition, here are the skills and attributes we are looking for:

• Customer obsessed - You empathize with the needs and pain points of the customer and provide a flawless experience.

• Commercially minded - You are able to demonstrate continuous value to customers, leveraging new business opportunities and can confidently negotiate pricing, contracts and add-ons.

• Clear communicator - You are able to communicate complex topics to a range of audiences in a clear, concise and expert manner.

• Analytical mindset - You are able to read, interpret and leverage data to prioritize customers, solve complex problems, identify upsell opportunities and retain customer happiness. You can recognise problems before they arise, and you challenge the status quo.

• Methodical multitasker - You are able to manage multiple requests at the same time and prioritize accordingly. You have a structured way of working, employing efficiency and effectiveness in your day-to-day tasks.

Our offer

We believe the greatest benefit we can offer you is the opportunity to develop your skills and progress your career - we’d like to help you on that journey. Here's what else you can expect:

• An attractive compensation package, including our company stock option plan

• An annual learning budget of 600 euros

• Access to our mental health and wellbeing offering, including 1-on-1 coaching sessions

• An Urban Sports Club membership

• Four weeks (20 days) work from abroad

About Moss

Moss is a SaaS scale-up business founded in Berlin. In the last years, we have built a passionate team of circa 250 people from 40+ nationalities in 6 offices across Europe.

To date, we help over 3000+ businesses in Germany, Netherlands and the UK to spend smarter. Our leading spend management solution encompasses corporate cards, invoice management, employee cash reimbursements and controlling modules that help finance teams save thousands of hours in manual data processing and gain complete control while enabling their teams.

Moss has raised a total of €180 million in funding and is backed by renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star.

Not only do we embrace and celebrate the diversity of our customer base, but we also strive to do the same for our growing team. At Moss, we offer equal employment opportunities regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, or other class protected by applicable law.

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