Overview

Company: Assent. Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. We provide insights from experts to help manufacturers manage sustainability risks in their supply chains.

We have achieved milestones including crossing US$100M ARR and earning Centaur Status, becoming the first and only Certified B Corporation in North America’s SaaS sustainability industry to celebrate this milestone. Our growth includes a $350 million US funding round led by Vista Equity Partners. We are seeking outstanding team members to join our mission.

Hybrid Work Model

Assent embraces a remote-first work model with optional in-person days. For team members within 50 kms/31 miles of our five global offices (Ottawa, Eldoret, Penang, Columbus, and Amsterdam), there is an expectation to come into the office one day a week. Those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

Join our Talent Community to stay in touch and learn more.

Position

Position: Manager of Customer Success (Fluent in German)

Contract: 1-Year (with the possibility of extension)

We are looking for a highly motivated and experienced Manager of Customer Success to join our team on a one-year contract basis, with the potential to extend. The ideal candidate will be fluent in German and have a strong background in customer success management.

Position Summary

The Manager of Customer Success oversees a multifaceted team of Customer Success Managers (CSMs), responsible for ensuring strong customer delivery outcomes resulting from successfully managed projects and initiatives within Assent’s Customer Experience department. This role requires a strategic leader who can seamlessly merge the responsibilities of promoting an excellent customer engagement experience while managing day-to-day operations. They will help foster a culture of excellence, collaboration, and service orientation within the Customer Success team.

Key Requirements & Responsibilities

• Manage the day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs to raise the bar for customer success and satisfaction.
• Anticipate, plan, and manage the transition of customer accounts between CSMs to optimize satisfaction and workloads.
• Review and develop CSMs through performance management and training initiatives, providing leadership knowledge and guidance to colleagues in the Customer Success department.
• Promote and maintain a congenial, productive, collaborative, and service-oriented work culture within the Customer Success team.
• Guide the team to successfully collaborate with Assent’s remote international workforce to facilitate productivity and effectiveness.
• Partner with members of the assigned account team to support customer escalations and ensure timely resolution.
• Establish clear goals and targets for the Customer Success team aligned with the company's overall objectives. These goals often include customer retention, satisfaction, upselling, and cross-selling.
• Provide timely and valuable feedback and recommendations to the Senior Managers, Senior Director and/or the VP of Customer Success on the requirements and needs of the function to meet objectives.
• Track and report on important business KPIs to monitor team performance and identify areas for improvement.
• Advocate and cooperate with all internal groups to ensure alignment on special projects and execution, driving continuous improvement and efficiency within the Customer Success groups.
• Stay current with regulatory updates to best support the team and customers, ensuring compliance with relevant standards.
• Collaborate with Supplier Success, Sales, and Data management on process improvements and shared team goals to enhance customer value and delivery.

Qualifications

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• Fluency in English and German
• 5-8 years of experience in a customer success management, consulting, or project management role
• A minimum of two years experience mentoring and/or leading teams, with a passion for developing others
• Strategic and business-minded – you are a critical and creative thinker and suggest, implement, and support efficient and effective operations driving Assent towards continuous improvement
• You are a strong team player, are always willing to lend a helping hand, and are motivated to contribute your expertise to a diverse pool of resources to support business goals
• Excellent time management and organizational skills – ability to effectively prioritize and execute on several asks for many different client accounts and internal stakeholders

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Lifewellness, Benefits and Growth

Life at Assent We offer wellness benefits including vacation time that increases with tenure, comprehensive benefits packages (country-specific), life leave days, and more.

Financial Benefits We offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent Flexible work options, volunteer days and opportunities to participate in corporate giving initiatives.

Lifelong Learning Professional development days are provided to support ongoing learning from day one.

We are committed to an inclusive environment with diversity, equity and inclusion practices supported by our Diversity and Inclusion Working Group and Employee Resource Groups. If you require assistance or accommodation during any part of the interview and selection process, please contact talent@assent.com.