Senior Customer Success Manager (F/M/X)

Are you based in Munich and looking for an opportunity to drive the relationship with an established Fortune Global 500 Top Company? Then this is for you!


**This position is available for residents in Germany
Location: Munich, Germany. 
 

About the role   

This is an excellent opportunity to manage and nurture the relationship with one of Ascent’s largest customers. With approximately 50 colleagues working across multiple contracts in Germany and the UK, this partnership has thrived for over 15 years.   
Our customer is a top player in the Re-Insurance field.  The global enterprise landscape at the customer is broad and complex, and we work with many internal stakeholders.  We work with different divisions of the business, where we are seen as a domain expert with deep experience and process knowledge.  
  
Ascent has spent many years developing an outstanding reputation for architectural leadership and quality delivery and as we grow our portfolio and capabilities, we are actively looking to increase our diversity of services and value for our customer architecturally led business with real credibility and experience in this field. Led by one of Ascent’s acquired business founders, the account is grounded in strong architectural practice and business process application engineering. The new Customer Success Manager role has a fantastic opportunity to work with one of the Ascent senior leaders and founders to further develop the customer’s technology services, commercials and value while introducing and localizing our established Customer Success approach in Germany.   

Accountabilities include  

• Complete accountability for your assigned customer relationships (strategy, opportunities, communication, quality of delivery, commercial success and management)
• Development of relationships with stakeholders around the Group, discussing the BU KPI impact of Ascent’s value propositions
• Customer strategy, account plan and commercial development of the account   
• Overall project success, service delivery assurance and contractual accountability  
• Revenue and gross margin earned on the account, opportunity pipeline and medium-term growth of the account    
• Planning and budgeting cycle alignment with multiple customer budget-holders and delivery of the annual plan
• Interviewing, onboarding, oversight and leadership of all teams and colleagues working on the customer account
• Create and manage biddings teams of SMEs to provide compelling customer technical solution propositions, and support delivery team handovers or ongoing interaction   
• Identifying and developing opportunities in all divisions of the customer and subsidiaries or subdivisions 
• Contribute to Ascent’s insurance sector offerings and capabilities with relevant domain expertise, market intelligence and content
• Collaborate with Customer Success Managers of other insurance clients to identify and leverage synergies and value sharing. This includes forward-looking definition of necessary skills and offerings for the industry sector
   

Skills and experience required   

• Enterprise Account Leadership: Experience in managing large, complex enterprise accounts in the technology services sector, with a focus on multi-stakeholder environments across different regions
• Insurance and Reinsurance Expertise: Understanding of the reinsurance business model, insurance operations (underwriting, claims), and industry trends. Strategic Account Development
• Proven ability to develop long-term strategic plans, expanding service offerings and driving commercial success. Experience identifying growth opportunities across multiple divisions of a customer’s organization.
• C-Level Relationship Management: Established track record of building and nurturing relationships with C-suite executives, aligning with their business goals and strategies
• IT Vendor Engagement Models: Familiarity with various IT engagement models (managed services, project-based, consulting) and tailoring solutions to meet complex client needs in the insurance/reinsurance domain.  You leverage on-site, near-shore and far-shore resources to tailor the best solutions for our clients  
• Financial and Commercial Management: Skilled in managing account profitability, budgets, and financial planning. Capable of driving revenue and growth while ensuring strong gross margins 

  
Capabilities and Strengths    

• Leadership and Gravitas: Strong decision-making and leadership presence, with the ability to influence senior stakeholders and represent Ascent at the highest levels
• Effective Communicator: Fluent in German and English; able to simplify complex technical solutions and communicate business value to multiple stakeholders across our global organization
• Customer-Centric Mindset: Passion for delivering high-quality customer experiences, ensuring satisfaction and long-term partnerships 
• Strategic and Creative Thinker: Innovative in proposing solutions that align with both customer needs and long-term business objectives
• Strong Commercial Focus: A results-driven approach with a strong sense of responsibility for the commercial success and growth of the account

Working at Ascent  

At Ascent, we promote a healthy work-life balance with hybrid working and flexibility. Enjoy great benefits like 30 days of vacation, workation, childcare allowance, lunch vouchers, and transport allowance. Your well-being matters to us, which is why we offer access to Well-Being Coaches. 

We take your growth seriously, supporting your professional development with training, certifications, and regular feedback. Our workplace is modern, fun, and truly lives by our values: Empathy, Energy, and Audacity. 
As an equal-opportunity employer, we foster inclusion and belonging. No one is treated less favorably due to gender, background, age, or disability. Need adjustments during the application process? Just let us know. 

*Benefits may vary from each country