Principal Customer Success Manager

Responsibilities

• Manage complex B2B customers across their entire lifecycle.

• Manage key customer stakeholders and coordinate a wide range of stakeholders.

• Ensure measurable customer success through tailored success plans.

• Plan and execute complex implementations during installations.

• Responsible for matchday- and event‑critical activations.

• Conduct trainings for security personnel and other staff.

• Mentor and share knowledge within the team.

Requirements

• Extensive experience (5+ years) in Customer Success, consulting, account management, or managing complex enterprise accounts.

• Executive presence: present yourself confidently, clearly and professionally.

• Excellent project management skills: drive complex rollouts in a structured and reliable manner.

• Strong customer orientation & ownership mentality: act proactively and put the success of our enterprise customers first.

• Ability to handle conflict & strong communication skills: moderate complex situations.

• Good technical understanding: grasp technical processes quickly.

• Experience working in football stadiums, arenas, or other security‑critical large events.

• Experience in marketing or brand communications.

• Willingness to travel (20–40%): be on‑site with customers for trainings and implementations occasionally.

• Very good German and English skills.