Customer Success Manager (f/m/d)

Cropster is the market-leading Software as a Service solution focused on the coffee value chain. As a Customer Success Manager, you will drive revenue growth and foster long-term relationships with existing customers, ensuring they achieve desired outcomes through effective product utilization and minimizing churn.

Responsibilities:

• Conduct regular customer check-ins to align product capabilities with desired outcomes, optimize feature utilization, and recommend subscription enhancements
• Lead discovery calls, product demos, and consultative conversations with existing accounts
• Guide new customers through onboarding and platform adoption, identifying opportunities to increase value through additional services
• Partner with an expansive existing customer base to minimize churn and maximize value
• Drive recurring revenue by identifying expansion opportunities and upselling existing customers
• Analyze account performance and provide actionable recommendations for growth
• Re-engage inactive customers through proactive outreach, relationship building, and identification of upsell or cross-sell opportunities
• Track and report on pipeline, account activity, and key metrics that support revenue growth
• Gather and communicate customer feedback, insights, and feature requests to support product and marketing initiatives
• Collaborate cross-functionally with internal teams to deliver a seamless customer experience and support business objectives

Requirements:

• A Bachelor's degree in Business, Marketing, or a related field
• Several years of experience in a Customer Success or customer service role, ideally in a B2B SaaS environment, with a track record of increasing customer retention and satisfaction
• Written and verbal fluency in English and Spanish
• Strong communication and a passion for delivering a top-notch customer experience
• Demonstrated ability to manage multiple accounts, drive growth, retain customers, and expand business opportunities
• Organized and self-motivated with strong analytical and problem-solving skills
• Comfortable working independently in a fast-paced setting
• A goal-oriented mindset and the persistence to follow through on sales opportunities
• Experience in the coffee industry or familiarity with Cropster's market
• Proficiency in CRM platforms such as HubSpot or Salesforce
• Understanding of technical SaaS products and subscription-based models
• Willingness to travel occasionally (up to 15%) for industry events and customer visits