Customer Success Manager
About the role
At thinkcell we create powerful software solutions that help professionals be more efficient and productive. Founded in 2002 and based in Berlin, our tools integrate seamlessly with Microsoft Office to help users create presentations, charts, and diagrams with ease. Our dynamic, international team values creativity, collaboration, and technical excellence. We empower over 1.3 million users across 35,000 companies, including top consulting firms and major global enterprises. With offices in Berlin, Munich, Denver, Boston, London, Tokyo, and Dubai, we’re a diverse team of over 220 people committed to innovation and excellence. Our values – Forward Thinking, Ownership, Customer First, Unified Team, and Strive for Excellence – guide everything we do. Joining thinkcell means being part of an innovative, inclusive team that values collaboration and growth, and having the opportunity to shape the future of productivity software.
Responsibilities
- Stand up user communities inside assigned accounts: user groups, internal champion networks, practice-area forums
- Find power users and develop them into champions through content, recognition, early access, and a direct line to our product team
- Run the recurring programming that keeps a community alive between renewal cycles, from roundtables and showcases to office hours and onsite events
- Map the executive landscape in each account and maintain the relationship plan with the Account Manager
- Broker executive conversations: connect thinkcell leadership to the right customer executives and help orchestrate those meetings
- Take us beyond the primary contact: map departments, find teams not yet using thinkcell, and open doors the Account Manager then works commercially
- Track engagement depth per account and flag where we're single-threaded
- Coordinate onsite engagements, workshops, and training programs with Customer Enablement and Solution Consulting
- Keep stakeholder maps, engagement plans, and activity current in Salesforce
Requirements
- Built customer programs: a user community, a customer advisory board, a champion program, or an executive engagement program
- 6+ years of experience in customer marketing, customer advocacy, strategic customer success, or field engagement, ideally at an enterprise software company
- Bachelor’s degree
- Proven ability to create outcomes in accounts you do not own: you influence and orchestrate, working through account owners rather than around them
Skills
- Strong executive presence, with the ability to build credibility with senior customer stakeholders and set up conversations for others to lead
- Strong program management skills, with the ability to run parallel workstreams across roughly 20 accounts without dropping threads
- Excellent presentation, facilitation, and written communication skills in both virtual and in-person settings
- Comfortable using go-to-market tools such as Salesforce and Gong
- Willingness to travel periodically for onsite customer engagements, workshops, and executive meetings
- Appreciation of our product and a willingness to develop a strong understanding of thinkcell's capabilities and customer use cases
- Previous experience with thinkcell is a plus
- Proficiency in Microsoft Office, particularly PowerPoint
Benefits
thinkcell provides a comprehensive benefits package including medical, dental, vision, disability leave, parental leave, paid time off and 401k contribution (all benefits are subject to eligibility requirements).
Pay
For this role we anticipate paying an OTE of $130‑$155k per year. The actual amount offered will depend on education, skills, experience, scope of the