Team Lead Customer Success - DACH SMBs

XM Cyber is a leading hybrid cloud security company that’s changing the way organizations approach cyber risk. XM Cyber transforms exposure management by demonstrating how attackers leverage and combine misconfigurations, vulnerabilities, identity exposures, and more, across cloud and on-prem environments to compromise critical assets. With XM Cyber, you can see all the ways attackers might go, and all the best ways to stop them, pinpointing where to remediate exposures with a fraction of the effort.

As the Manager Customer Success for Small and Medium-Sized Businesses at XM Cyber in the DACH region, you will lead and develop a regional team of Customer Success Managers responsible for managing customer relationships with a focus on adoption, satisfaction, and retention. You will run a program to engage customers in this segment to maximize their perceived value of our products. You will own a small set of customers yourself and you make sure that you and the team drive successful renewals and optimize recurring revenue.

This role is within the Customer Experience organization under the Director of Customer Success in the DACH region, working closely with the local sales team and collaborating with HQ stakeholders and others remotely.

Role & Responsibilities:

Team Management

• Lead and motivate a team of CSMs to ensure high-quality performance and foster professional development. By:
• Customer management review and consulting through weekly one-on-one meetings and dedicated tools and processes.
• Offering guidance, professional and personal mentorship.
• Ensure CSMs are engaging with customers, conducting EBRs, organizing customer tours, initiating timely renewal processes, and maintaining accurate data records.
• Assist CSMs throughout the Renewal Process and identify upselling opportunities.
• Serving as an escalation point for issues that may impact customer satisfaction or retention, and effectively utilizing internal resources for resolution.
• Joining your CSMs on EBRs onsite to support the CSM and help to improve the delivery of the EBRs.
• leading performance reviews and appraisals for your team
• Own the team book of business and develop a comprehensive plan to meet the GRR targets and ensure successful execution.
• Monitor team KPIs while providing ongoing status updates to senior leadership.
• Continually improve and enhance team expertise, capabilities, and knowledge in both existing and new areas together with the DACH CS Director, based on identified needs.

Scaled Engagement & Community Building:

• Work with the Director of Customer Advocacy to design, implement, and optimize a comprehensive strategy for 1:N customer engagement for the Small and Medium-Sized customers.
• Create and grow a vibrant online and/or offline customer community, fostering peer-to-peer learning, knowledge sharing, and a sense of belonging among our users.
• Improve automation and/or define the support that is needed to help the CSMs reduce their workload per customer

Customer Management:

• Directly manage a portfolio of customers, ensuring their success, driving adoption, and identifying expansion opportunities.
• Cultivate strong relationships with key stakeholders at customer organizations, including senior-level executives.
• Serve as a trusted advisor, guiding customers through best practices for securing their environment and leading technical deep-dive sessions on exposure reduction and remediation.
• Lead renewal processes and ensure high retention rates. Lead discussions to identify growth opportunities (upsells and cross-sells), and maintain close collaboration with the sales team and Sales Engineering to facilitate opportunities and keep customers engaged.
• Maintain and enhance excellent cross-functional relationships with the sales team to ensure a seamless customer experience, identify opportunities for upselling and cross-selling, and address any gaps.

• 8+ years of hands-on Customer Success experience in SaaS companies, including in cybersecurity.
• 3+ years of remote management experience with a team of technical experts
• Proven experience in managing customer renewals, including commercial negotiations and navigating a partner sales strategy.
• Technical background with the ability to communicate technical information to diverse audiences
• Proven success in building and scaling customer marketing or advocacy programs.
• Track record of building and sustaining relationships, driving customer success, and surpassing performance targets
• Excellent communication and interpersonal skills for engaging stakeholders at all organizational levels
• Commercially oriented and capable of multitasking in a fast-paced environment
• Fluency in German and English

Skills that are of advantage

• At least 3 years of experience in two or more of the following areas:
• Pre-Sales Engineering for a technical product
• Cloud Architecture or Engineering
• Security Architecture or Engineering
• IT Infrastructure or Support
• Post-Sales Implementation or Professional Services
• A solid understanding of:
• Microsoft Security best practices
• Information and Data Security concepts
• Network Architecture concepts
• Cloud Security (AWS/Azure/GCP)