Customer Success Manager (m/f/d)

Job Summary

Are you passionate about working in teams to deliver a top-level post-sales experience for our key customers? Do you excel at driving optimal value realization for these customers? Are you energized by coordinating your tasks and collaborating with various stakeholders to achieve success? Do you come to work every day with the drive to be part of something exceptional? If so, your search ends here. Join the Customer Success Manager (CSM) team at NetApp! This position is a hybrid role and aligned to our Munich office.

As a Customer Success Manager, your responsibilities include:

• Handles own portfolio independently, partners with account manager and highlight risks in the account appropriately and mitigate.
• Develop and nurture strong relationships with customers, becoming a trusted advisor and advocate throughout their journey with NetApp.
• Ensure adequate delivery of activities across 4 defined pillars (Customer On-boarding, Business Health, Lifecycle Management and Support oversight).
• Facilitate smooth onboarding activities, collaborating with customers to co-create a success plan tailored to their specific needs and goals.
• Conduct regular business review meetings with customers to assess overall business health, product adoption, address challenges, and areas for improvement.
• Proactively engage with customers using data insights to monitor product adoption and utilization, guiding them to recognize greater value.
• Maintain the customer inventory of assets and services while identifying and qualifying opportunities for add-ons (expansion, replacement, optimization of their environments).
• Work closely with Sales, Support Center, and other technical teams to ensure an exceptional customer experience and drive the customer success strategy with wider account team members.
• Collaborate with Renewal Specialist and Field Sales to design success plans with the goal of value realization.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and playbooks.

• Strong communication skills and emotional intelligence (EQ) to build relationships and effectively address customer challenges.
• Capable of handling multiple tasks and adapting to changing requirements.
• Technical proficiency (willingness to learn) to understand customer language and needs.
• Proven ability to cultivate valuable and outcome-oriented relationships with customers and account teams.
• Capable of working independently and collaboratively with global internal and external teams.
• Skilled in data analysis, providing actionable insights, and making recommendations.
• Proficiency in MS Office required; experience with Gainsight and Salesforce is a plus.
• Excellent written and verbal communication skills in German and English.

• A Bachelor of Business Administration, or a related, or relevant field-based experience is essential.
• Minimum of 3+ years of applicable professional customer-facing experience is required (e.g. Customer Success, Customer Support, Account Management)