Strategic Customer Success Manager [German Speaking]

Responsibilities

The Strategic Customer Success Manager will own a portfolio of high-value brand partnerships, managing end-to-end campaign execution and strategic account growth. They are responsible for driving retention, leading commercial negotiations, and acting as the primary point of contact for senior stakeholders.

Requirements

Candidates must have at least 3 years of experience in customer-facing roles and possess fluency in both German and English. The role requires a proven track record in managing high-value accounts and the ability to combine operational campaign delivery with strategic commercial ownership.

Skills

• Customer success
• Account management
• Campaign management
• German language
• English language
• Strategic planning
• Revenue growth
• Relationship management
• Commercial negotiation
• Data analysis
• Project management
• Digital sampling
• Stakeholder management
• Pipeline management
• HubSpot

Benefits

• Annual bonus plan
• Pension scheme
• 25 days annual leave
• Bank holidays
• Three additional days over Christmas and New Year
• One life moment leave per year
• Quarterly wellness allowance
• Four-week sabbatical
• Training budget
• SoPost Me Anywhere work program
• Enhanced maternity leave pay
• Dog-friendly office
• Social events
• Medical cash plan
• Employee Assistance Programme

About this role

The Strategic Customer Success Manager will own a small portfolio of our highest-value, most complex brand partnerships end-to-end, delivering excellent campaign outcomes and taking direct commercial accountability for the retention and growth of every account in their book.

This is a genuinely hybrid role. Around half of your time will be spent on Customer Success delivery: onboarding, campaign execution, reporting and brand relationship management. The other half is commercial: leading renewal conversations, managing pipeline, building account growth plans and working closely with Brand Partnerships and senior leadership to retain and expand your book of business.

You will carry your own revenue targets and a defined book of business, and act as SoPost’s primary commercial point of contact for the partnerships you own. That means engaging with senior and executive stakeholders not only on campaign performance, but on the broader strategic direction of the partnership.

Fluent German is essential for this role. You will regularly lead campaign discussions, business reviews and commercial negotiations with brand partners in German, as well as in English.

Operational excellence remains central to the role. What will set the successful candidate apart is their ability to connect day-to-day delivery to long-term commercial value, so that our most important brands experience SoPost as a strategic partner, not just a campaign provider.

This is a hybrid role based in London, with a minimum of two days per week in the office. Customer Success and campaign delivery

* Lead post-sale campaign execution across onboarding, timelines, asset coordination, setup, troubleshooting, reporting and fulfilment coordination.
* Advise brand partners on digital sampling best practice, including audience quality, consumer journeys, data capture, measurement and reporting.
* Monitor live campaign performance, identifying risks and optimisation opportunities, and working with internal teams to resolve challenges quickly.
* Translate campaign results into clear, commercially relevant insights that help brands understand performance, value and next steps.

Strategic account and partnership management

* Own the success, health and growth potential of each brand partner in your portfolio, understanding their objectives, priorities and risks.
* Build trusted relationships with senior stakeholders and budget holders, not just day-to-day contacts.
* Lead quarterly business reviews and strategic reviews that address each brand’s broader goals and long-term direction.
* Develop joint commercial plans and account growth plans, identifying shared objectives, expansion opportunities, new markets and new brand teams.
* Partner with Brand Partnerships and Product, sharing account insight, customer needs and feedback that shape commercial strategy and our roadmap.

Commercial ownership

* Lead renewal conversations directly, with full accountability for retention and revenue growth across your book of business.
* Build and deliver a strategic commercial plan for your portfolio, with clear quarterly and annual revenue targets.
* Build and maintain healthy pipeline coverage for the current and following quarter, and share regular forecasts with senior leadership.
* Price campaigns accurately across platform and fulfilment, and prepare contracts in partnership with Finance and Legal.
* Maintain strong account and pipeline visibility in HubSpot, ensuring customer context, deals and key actions are clearly captured.

This role requires someone who can combine excellent operational delivery with genuine commercial ownership. You should be equally comfortable running a complex campaign, presenting to a brand’s senior leadership and leading a renewal negotiation.
The skills mentioned below are required for this position.

* Fluency in German and English, both written and spoken, with the confidence to lead senior commercial conversations in either language.
* 3+ years’ experience in Customer Success, Account Management, Campaign Management or a similar client-facing role, with a focus on enterprise or high-value customers.
* A proven track record of owning and growing high-value customer relationships with measurable commercial outcomes.
* Confidence leading commercial conversations, renewals, upsells and pricing discussions at a senior level with brand decision-makers.
* Strong organisational skills, with the ability to manage multiple accounts, campaigns and commercial workstreams at once.
* Analytical mindset, with the ability to turn campaign performance and customer insight into clear commercial recommendations.
* Experience in digital campaigns, beauty, CPG, sampling, media, CRM or project management tools would be advantageous.

* Competitive salary plus individual commission structure
* 25 days of annual leave, plus bank holidays and three additional days over Christmas and New Year when all SoPost offices are closed
* One 'Life Moment' per year of additional leave, which you can define, it could be your child's first day at school, a house move, or your birthday
* Quarterly wellness allowance
* After 5 and 10 years (in your 6th and 11th years), the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever inspires you
* Commitment to growing your professional development, with a training budget to support that commitment, including study support
* Participation in our annual bonus plan and pension scheme
* SoPost Me Anywhere — work anywhere in the world for two weeks per year
* Enhanced maternity leave pay
* Dog-friendly office — bring your best friend to work with you
* Social events (monthly team lunches, quarterly drinks, and team-building activities)
* Medical cash plan — a health benefit that helps cover the cost of routine healthcare by reimbursing you for everyday essentials like dental care, optical appointments, and physiotherapy
* Emplo...

About SoPost

Software Development · 51-200 employees · headquartered in Newcastle upon Tyne, Tyne and Wear · founded 2012