Senior Customer Success Manager – Fluix Team

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October 16

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Readdle

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B2C • eCommerce • Productivity

Readdle is a company that specializes in productivity applications designed to enhance workflows for individuals and teams. They offer a suite of apps including PDF Expert, a top-rated PDF editor; Spark, a focused email client; Scanner Pro, a leading scanner app for iOS; Calendars, a personal time management tool; and Documents, an app for file actions. Readdle's products are recognized for their user-friendly interfaces and have been downloaded over 235 million times across the globe. With a global footprint, Readdle strives to simplify complex processes, making technology more accessible and efficient. Their apps have received numerous accolades, such as 'App of the Year' and 'Editors' Choice' by Apple, demonstrating their impact and high quality in the software industry.

201 - 500 employees

Founded 2007

👥 B2C

🛍️ eCommerce

⚡ Productivity

📋 Description

• Lead onboarding processes for new customers of varying sizes, ensuring smooth implementation and strong early adoption. Create scalable approaches that help teams quickly realize value. • Act as the trusted advisor for your accounts, engaging with stakeholders at different levels across organizations. Build long-term partnerships by understanding customer goals, challenges, and success criteria. • Own renewal negotiations directly, collaborating with your manager on strategy but taking responsibility for execution. Actively monitor account health to prevent churn and maintain strong retention rates. • Identify upsell and cross-sell opportunities within your accounts by highlighting new features, functionality, and integrations that align with customer needs. • Collaborate cross-functionally with Support, Sales, Marketing, Engineering, and Product to ensure customer needs are met, while sharing insights and influencing future improvements. Play a significant role in shaping our customer journey and roadmap with real-world feedback. • Bring expertise and external learnings to strengthen the team, raise the performance bar, and encourage knowledge sharing. Help strategically shape the CS function at Fluix, with potential to grow into a leadership role over time. • Use adoption metrics, usage patterns, and health scores to anticipate risks, surface opportunities, and guide your customer engagement strategy. Present findings internally to help align priorities. • Keep an open eye for improvements and best practice implementation. Suggest ways for increasing digital fluency and existing processes efficiency.

🎯 Requirements

• 5-7 years of experience in Customer Success, Key Account Management, or a related role within B2B and SaaS environments. • Proven success in owning renewals and reducing churn. • Strong communication and relationship-building skills, with the ability to get stakeholders' buy-in at multiple levels. • Track record in functional and informal leadership will be an advantage. • Data-driven mindset with strong problem-solving and strategic thinking abilities. • Technical fluency with CRM and CS platforms (HubSpot, Salesforce, Gainsight); knowledge of integrations and APIs is highly desirable. • Fluent in English (written and verbal); German is a plus. • Dedicated, consistent, and motivated to influence not just customer outcomes but also how the CS function evolves at Fluix.

🏖️ Benefits

• Customer-centric culture. • Relentless growth. • Exceptional people, exceptional team. • Real impact. • Culture of innovation.