Please note, you must be based in either London or Berlin and have the right to work in the UK or Germany to apply for this position. Unfortunately, we cannot provide visa support for this role.

Our company's working language is English.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

THE ULTIMATE ROLE

The Customer Success Manager for our Mid-Market customers will:

• Own a portfolio of 15-20 Mid-Market customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform.

• Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs.

• Engage in customer onboarding by helping to define project scope and minimizing time-to-value.

• Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.

• Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.

• Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management, and be responsible for securing resources to realize your customers’ objectives.

• Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate.

• Lead quarterly business reviews with customers to align realized value with executive stakeholders and unlock expansion.

• Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

ABOUT YOU

• Experience in Customer Success, Account Management or related roles in a SaaS company.

• You have a successful track-record of managing medium-size customers with complex technical solutions and multiple stakeholders, in a high-touch B2B environment

• You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.

• Technical problems excite you. You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.

• You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.

• You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.

• You have a knowledge of CRM tools like Zendesk. Basic understanding of API integrations and JSON is a plus.

• You speak English fluently. Additional languages are a plus.

THE ULTIMATE SUCCESS:

We measure success through:

• Retention Rate

• Expansion Rate/ARR Growth Rate

• Time to First Value

• NPS

THE ULTIMATE HIRING PROCESS:

• Call with a Talent Partner: 15 mins

• Hiring Manager Interview: 30 mins

• Challenge Stage: 60 mins

• Final Interview with VP of Customer Success: 30 mins

Our Commitment to You:

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Department

Customer Success

Locations

Berlin, London

Remote status

Hybrid Remote

Employment type

Full-time