Senior Customer Success Manager (m/w/d)

Hi, we are SafeNow!

SafeNow has a clear mission: We want to give everyone - anytime, anywhere, and for free - access to help. To achieve this, we develop an app that grants you immediate access to locally relevant helpers, whether they are your friends, family, or professional helpers. We are a startup driven by the idea of giving people a stronger sense of security and making a positive social impact. Our app will be most relevant where help often comes too late, such as at train stations, clubs, festivals, or simply in everyday life.

We are a small team with a big heart, located in Munich, consisting of 46 people from 9 different nationalities. We are looking for a passionate new team member who loves to tackle new challenges in a fast-paced startup environment. We are a colorful mix of honest and open-minded people who share a common vision: making the world a safer place for us and the people and places we love.

We are looking for a Senior Enterprise Customer Success Manager to strategically manage our most important and complex B2B customers, oversee ambitious projects, and maximize the value of SafeNow for enterprise accounts.

Aufgaben

• Betreuung von komplexen B2B-Kunden: You will manage a small selection of our most important enterprise customers throughout their entire lifecycle – from contract signing to implementation, go-live, and long-term support. Your focus: maximum customer satisfaction, smooth operation, and sustainable establishment of SafeNow.
• Management wichtiger Kunden-Stakeholder: You coordinate various stakeholders – from executive management to security responsible personnel, operational teams, and external partners – and ensure clear communication and coordination under high dynamics.
• Sicherstellung messbarer Kundenerfolge: You develop customer-specific success plans, define KPIs for usage and activation, conduct regular business reviews, and proactively monitor health scores to recognize risks early on and capitalize on opportunities.
• Planung und Umsetzung komplexer Implementierungen: When implementing complex installations, you coordinate internal and external service providers, plan milestones, resources, and timelines, and ensure that SafeNow reaches deep into the customer's daily life through clean processes and clear communication.
• Verantwortung für spieltags- und eventkritische Aktivierungen: You accompany important go-lives, game days, and events, sometimes even on-site, and ensure that SafeNow operates reliably under real conditions and is optimally used.
• Schulungen & Trainings für Sicherheitskräfte und Mitarbeitende: You conduct trainings on-site or remotely, prepare teams of security personnel and employees professionally for the use of SafeNow, and ensure that they work safely, reliably, and motivated with the solution.
• Mentoring und Wissensweitergabe im Team: You actively share your knowledge with colleagues and contribute to further developing the team's professional level.
• Weiterentwicklung unseres CS-Ansatzes mit Fokus auf Fußball-Stadien und große Arenen: You bring in active ideas and experiences on how we can further professionalize our processes, playbooks, and methods specifically for enterprise customers.

Qualifikation

• Umfangreiche Erfahrung (5+ Jahre): You have extensive experience in customer success, consulting, account management, or managing complex enterprise accounts. You have already successfully accompanied large customers, ambitious projects, and strategic stakeholders.
• Executive Presence: You present yourself confidently, clearly, and professionally, especially when interacting with C-level executives, security responsible personnel, and decision-makers.
• Exzellente Projektmanagement-Skills: You manage complex rollouts structured, reliably, and with high quality. You keep track of deadlines, resources, risks, and stakeholders at all times.
• Starke Kundenorientierung & Ownership-Mentalität: You act proactively, recognize opportunities and risks early on, and put the success of our enterprise customers at the forefront.
• Konfliktsicherheit & Kommunikationsstärke: You can moderate complex situations constructively, resolve conflicts constructively, and lead decision-making processes securely.
• Gutes technisches Verständnis: You understand technical workflows quickly and can communicate effectively with technical contact persons at the customer side.
• Erfahrung im Umfeld von Fußballstadien, Arenen oder sicherheitskritischen Großveranstaltungen: Ideally, you bring experience in working with football clubs, stadium operators, security service providers, or event organizers and are familiar with the specific requirements of live operations, security, and stakeholder management in complex venue environments.
• Erfahrung in Marketing oder Markenkommunikation: Ideally, you have experience in developing complex solutions sustainably within organizations and creating effective activation measures.
• Reisebereitschaft (10–30 %): You are willing to travel occasionally for customer visits, trainings, and implementations.
• Sehr gute Deutsch- und Englischkenntnisse: You communicate precisely, professionally, and address-specifically, both in writing and orally.

Benefits

• Purpose-Work: Start every morning knowing that your contribution is making the world a safer place.
• Erfolgsgeschichte mitschreiben: Receive shares in our rapidly growing startup (VSOP) and benefit directly from the company's success. You work not only at SafeNow – you ARE SafeNow!
• Freundschaftliche Kultur: Experience a performance culture that is based on friendship and cooperation – with us, individuality and authenticity are celebrated. We believe strongly that different perspectives and backgrounds lead to innovative ideas and solutions.
• Maximale Flexibilität, maximales Vertrauen: Shape your work and vacation times flexibly through our hybrid working model and the possibility of remote work.
• Persönliche Entwicklung: Experience a steep learning curve, much self-empowerment, and responsibility – your scope for action is as big as your ideas.
• Transparenz: Experience at SafeNow an atmosphere that is based on complete transparency. You receive insights into all areas of the company and benefit from the inputs of all teams. Together, we celebrate our successes and learn from our experiences.
• Einmalige Workations: Experience inspiring team workations – whether in a cozy mountain hut in Austria, a sunny finca on Mallorca, or an idyllic house by the Chiemsee lake.
• Moderne Ausstattung: Enjoy our modern campus with food trucks, outdoor pool, rooftop garden with Alpine views, eGYM wellness membership, and a cozy office – including our beloved tree Benjamina and regular after-work events.

If you're excited to be part of this thrilling journey and shape the future of security together, then we're thrilled to get to know you! Show us who you are, what drives you, and why you'd like to join forces with us to make the world a little bit better.

Take a look at our website and social media accounts in the meantime to get to know the team and SafeNow. @safenow_official

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