Customer Success Manager (f/m/d)
Ubicación: Aachen, Düsseldorf
Utimaco is an international provider of IT security solutions and cybersecurity technologies with headquarters in Aachen (Germany) and Campbell (USA). For over 40 years, we have been developing innovative solutions for the protection of people, data and communications that meet the highest standards. We are the world's leading manufacturer of hardware security modules and compliance solutions in a wide range of industries such as automotive, banking, telecommunications and many more.
With our global network of partners and customers, we contribute to making digital information and infrastructures secure worldwide. Become part of our team and help us make the digital world more secure - together we are shaping the future of IT security.
Join Utimaco IS GmbH as a Customer Success Manager in Düsseldorf or Aachen. Shape lasting client relationships and enjoy attractive benefits.
Your tasks
We are seeking a Customer Success Manager to serve as a strategic partner to our CEM customers throughout their lifecycle - from pre-sales engagement through deployment, delivery, and ongoing account management. This role combines technical expertise, project management, and strong customer-facing skills to ensure successful solution adoption and long-term customer satisfaction.
Key Responsibilities
- Act as a trusted advisor to customers during pre-sales, supporting solution design, technical discussions, and value positioning in collaboration with Sales
- Serve as the technical point of contact throughout customer onboarding, actively engaging on the technical aspects of the engagement and answering technical questions in a pre-sales capacity
- Lead technical discussions with customers around SaaS architectures and technologies, databases, and multi-tenancy, escalating complex or specialized topics to higher-level technical teams as needed
- Lead end-to-end customer onboarding, implementation, and deployment projects, ensuring delivery on time, within scope, and aligned with customer expectations
- Manage customer accounts post-implementation, driving adoption, retention, and expansion opportunities
- Translate customer requirements into clear project plans, coordinating cross-functional teams including Product, R&D, and Support
- Monitor project progress, risks, and dependencies; proactively resolve issues to ensure smooth delivery
- Perform first-level troubleshooting of technical issues during onboarding and ongoing engagement, escalating appropriately when issues exceed scope.
Your profile
- 3–7 years of experience in Customer Success, Technical Account Management, or Project Management in a SaaS or technology environment
- Strong technical aptitude with the ability to understand and explain complex solutions (APIs, integrations, or enterprise systems preferred)
- Mandatory knowledge of SaaS application setup and configuration
- Solid understanding of databases and multi-tenant architectures, with the ability to hold technical discussions with customers and know when to escalate to a higher technical level
- Strong project management skills
- Troubleshooting skills, with the ability to diagnose and resolve technical issues up to an appropriate level
- Excellent communication and stakeholder management skills, with experience engaging both technical and business audiences
- Fluent in German and English language
- You have a background in enterprise software or B2B SaaS environments
We offer
- An open and friendly corporate culture characterized by constructive and collaborative interaction
- We provide you with support for your future plans with a company pension scheme (depending on country-specific circumstances)
- Early risers and night owls - thanks to a flexible working model you can organise your working day yourself
- We also support you privately – benefit from special payments or additional vacation days on anniversaries or other special occasions
- Utimaco is growing and living diversity! Our global team includes colleagues from 42 nationalities and 45 different languages spoken
