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Customer Success Manager – Data Privacy
il y a 3 semaines
EQS Group is a leading international cloud software provider in the areas of Compliance and Ethics, Data Privacy, Sustainability Management, and Investor Relations. More than 10,000 companies worldwide use EQS products to build trust and manage complex regulatory requirements.
Within EQS, the Customer Success organization partners with customers across the lifecycle to ensure successful onboarding, strong adoption, and long-term retention. Our Data Privacy solutions support customers in meeting GDPR and global privacy requirements through structured workflows, automation, and reporting.
As Customer Success Manager, Data Privacy Solutions, you will manage a portfolio of customers from onboarding through renewal. You are responsible for helping customers realize value from the platform, building trusted relationships, and ensuring adoption and retention over time. This is a hands-on, client-facing role suited for someone who enjoys managing multiple customers and driving outcomes through structure and follow-through.
OUR CULTURE DRIVES OUR BENEFITS- You're important. A trusting environment and lifelong learning for your individual development. Set personal development goals, and receive support and regular feedback. We support you in equipping yourself for success.
- Living our values. Take responsibility for a variety of tasks, find out what you like to work on, and find your way to make your own personal impact with us
- Great atmosphere. Regular team events, parties, and a talented international team with a common goal that unites us all.
- Be part of an exciting journey. Contribute to our success story of becoming the leading European cloud provider for corporate compliance and investor relations solutions.
- Work-life balance is a must. Work in a modern office in the heart of Barcelona. In addition, we offer flexibility through our hybrid-working model, conveniently arrange your working hours, and the ability to work from abroad within the EU. We provide you with 24 days of paid vacation – because we also value your free time.
- Special Perks Just for You. We offer you other exciting benefits such as meal vouchers for your healthy breaks as well as corporate shopping benefits.
- Health is a priority. We offer private health insurance, and you can also benefit from our corporate mental health counselling
In this role, you will:
- Own a portfolio of Data Privacy customers, acting as the primary point of contact from onboarding through renewal.
- Coordinate customer onboarding and initial deployment, ensuring clear milestones, smooth go-live, and early value realization.
- Handle day-to-day customer requests via email, portal, or chat, leveraging internal teams when deeper expertise is required.
And :
- Drive ongoing product adoption by understanding customer use cases, monitoring usage patterns, and recommending relevant features and best practices.
- Build and maintain strong relationships with key customer stakeholders, adapting your engagement style based on customer size, maturity, and needs.
- Act as the voice of the customer internally by collecting structured feedback and sharing insights with Product, Support, and other teams.
- Support renewals by identifying risks early, aligning internally on renewal strategy, and working with Sales or your Team Lead as needed.
- Identify upsell and cross-sell opportunities within your portfolio and ensure they are surfaced and supported appropriately.
- Contribute to continuous improvement by sharing recurring themes, customer feedback, and process ideas with the broader Customer Success team.
Your success will be reflected in customer satisfaction, strong adoption, predictable renewals, and long-term customer loyalty.
PRIMARY SUCCESS MEASURESIn this role, success is measured through core KPIs:
- Retention - Renewal rate and churn across your customer portfolio
- Customer Satisfaction - CSAT and NPS across your customer portfolio
- Product Adoption - Usage and adoption of key features and modules relevant to customer use cases
- Onboarding Effectiveness - Onboarding completion and time to value for new customers
- Expansion Support - Identification and support of upsell and cross-sell opportunities
This role is well-suited for someone who takes ownership of customer outcomes, enjoys working cross-functionally, and wants to develop long-term expertise in data privacy solutions.
What You Know- 2 to 4 or more years of experience as a Customer Success Manager or in a similar client-facing role within a B2B environment, ideally SaaS.
- Basic understanding of GDPR and data privacy concepts, or strong motivation to deepen your expertise in this area.
- Experience working with SaaS platforms and CRM systems such as Salesforce, HubSpot, or similar tools.
- Fluency in English, German, Italian, and Spanish (C1/C2)
- You are customer-focused and commercially aware, with a clear interest in retention and long-term value.
- You are organized and autonomous, able to manage a portfolio of customers and prioritize effectively.
- You are comfortable using basic usage data and account signals to guide your engagement and actions.
- You follow through reliably and keep customers and internal stakeholders aligned on next steps.
- You work effectively with Sales, Product, Support, and technical teams to resolve issues and drive customer outcomes.
- You communicate clearly, manage expectations, and keep stakeholders informed.
- You are open to sharing knowledge and best practices with junior colleagues or new team members.
