Customer Success Senior Specialist - Berlin, Deutschland - One Click LCA

Beschreibung

We are looking for an experienced
Customer Success Practitioner to join our Customer Success Team.

One Click LCA is the construction industry's leading digital platform for Life Cycle Assessment for buildings, infrastructure, and manufacturing.

A B2B SaaS business, our solutions are used in over 140 countries, across +50,000 global construction projects, with +150,000 certified construction data points — and trusted by the biggest names in construction and manufacturing.

You will join a supportive, effective, and mission-oriented team in a flexible, friendly and international work environment and have a great deal of autonomy in your role.

What you'll do:

• You will lead our efforts to retain and grow our existing customer base, playing a key role in driving our Gross and Net Revenue retention
• Use the data at your disposal to proactively identify customers at risk of churn and work across teams to find solutions to retain them
• Be the frontend for communications with those customers as we work to persuade them to continue their relationship with One Click LCA
• Own and manage our renewals process so that customer renewals are as frictionfree as possible
• Identify and nurture expansion opportunities, either working with our sales team to get them closed or closing them yourself
• There are plenty of opportunities to drive improvements in the way we retain and grow our customer base. You will be expected to seize them and be a changemaker for the better

What you need:

• You have proven experience in B2B SaaS, working in Customer Success or Account Management to drive NRR across a portfolio of customers
• Experience in identifying, nurturing and closing revenue expansion opportunities would be a big advantage
• Data driven. You use the data at your disposal to identify insights and come up with plans to act on them
• You are proactive and creative. Each customer is different and you love figuring out how to engage them
• You are happy picking up the phone to customers if needed, as a way to drive retention or expansion
• You are an orchestrator and a collaborator. You know you can't win every retention battle on your own and you know when to engage sales, product, CS or others to maximise the chances of success
• You are metricsdriven. You thrive on challenging individual and team targets
• Experience in LCA, building sustainability or embodied carbonrelated fields is not essential but would be beneficial

What we offer:

• Work in a growing business that helps bring about a zerocarbon future
• Substantial freedom with no fixed hours and remote working
• Challenges, substantial responsibility and the chance to see the results of your work directly
• Competitive compensation and opportunity for professional development
• A dynamic, friendly, motivated and diverse team of topnotch professionals
• Great colleagues, social events and ability to contribute to market transformation

**Interested?