Contract - Customer Success Specialist EMEA (German speaking)

Job description

Job Title: Customer Success Specialist EMEA (German Speaking)

Location London Hybrid: You will be required to be in the London or Reading office once a week

Target Start Date: ASAP

Contract duration: 12 months

Day Rate: Competitive (Inside IR35)

Deloitte

Working with the Deloitte Associate (Contractor) Programme means we can offer you the opportunity to work on a variation of industry and client related projects. Our aim is to retain the best talent and so when your project end date nears our team of Talent Community Advisors will be working with you to look at alternative projects within the firm that suit your experience should you wish to continue with Deloitte.

About the Project

We are seeking a German speaking Customer Success Manager (CSM) to work with a global software vendor client. You will support the client's customers in using their digital solutions effectively. The role focuses driving customer digital transformation by providing strategic guidance, working cross-functionally with internal teams and customer departments, and accelerating value through a deep understanding of customer goals. The individual will also design tailored success plans and implement governance frameworks to ensure long-term impact.

Key Responsibilities:

• Partner with customers to guide digital transformation, ensuring alignment with business objectives, KPIs and driving measurable ROI from client solutions.
• Develop and execute clear adoption and success plans that increase solution usage, strengthen customer loyalty and reduce attrition.
• Build and maintain trusted relationships with senior stakeholders, including C-Level executives, across strategic accounts.
• Design and deliver post-sales strategies, monitor performance, and proactively resolve challenges to maximise customer value.
• Provide thought leadership and domain expertise to clients and client's Customer Success organisation, whilst fostering collaboration with Sales, Marketing, and Professional Services.
• Lead retention and growth initiatives that scale customer success, deliver innovation, and enhance customer satisfaction.
• Act as an ambassador for customer success within the client's organisation, supporting team growth through mentoring, onboarding, and development of new CSMs.

Essential Skills & Experience

• Must have Fluent English and German (written and spoken)
• Must have post-sales account management experience in digital marketing (analytics, optimisation/conversion and/or social media). Experience in pre-sales, marketing/creative agencies or consulting will also be considered.
• Strong experience with digital marketing solutions and knowledge of client's competitive landscape.
• Proven ability with managing a portfolio of large, global, sophisticated, strategic accounts at a senior level, building and maintaining senior-level relationships and acting as a trusted advisor.
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS).
• Strong critical thinking and problem-solving abilities, including anticipating and addressing complex or ill-defined issues.
• Exceptional presentational skills and confidence engaging with diverse audiences.

Desired Skills & Experience

• Technical background (software, IT, cybersecurity, legal) OR sales experience
• Experience of client product portfolios and services, working with mid-to-large organisations and high-value licensing agreements.
• Ability to review and interpret complex licensing contracts and terms, identifying key clauses and potential risks related to compliance.
• Experience in Software Asset Management (SAM), IT compliance, cybersecurity, or customer success management.
• Relevant certifications (e.g., CSAM) are a plus but not required.

Deliverables - responsibilities but not limited to;

1. Support the client in achieving their defined success metrics.
2. Adapting to evolving needs and priorities as the project progresses.
3. Regular communication and collaboration will ensure alignment.

IR35

As a means of managing tax, commercial and reputational risks, Deloitte prohibits the use of Associates through Personal Service Companies ('PSCs'). All Associates must contract under PAYE arrangements through a Deloitte approved 'Employment Company' (aka 'umbrella company.')