Customer Success & Renewal Manager

OUR COMPANY CULTURE

• The WE comes above all
• CURIOSITY, TEAMPLAY, and PERSONALITY are essential to us
• TAP.DE Health Package and Wellpass Program
• Subsidized company pension plan
• Mentorship program
• Flat hierarchies combined with short decision-making paths
• Work-life balance is important to us: flexible working time models (part-time, 4-day week, mobile work, workation, reduced working hours, flextime model)
• Continuous development opportunities through ongoing exchange of experience, knowledge transfer, and internal and external training programs
• Through long-standing, trusting, and close partnerships with our technology suppliers, we gain deep insights into market and product developments

YOUR TASK, WHAT DO YOU DO

The Customer Success & Renewal Manager is responsible for the operational management and further development of our existing customers with a clear focus on contract renewals, stable recurring revenues, and efficient processes along the entire customer lifecycle.

The focus is on transparency across all ongoing subscriptions, proactive renewal management, and ensuring smooth customer operations.

Therefore, we are looking for you.

Subscription & Renewal Management (Focus Area)

• End-to-end responsibility for the management of all subscription contracts
• Proactive management of all renewal cycles including forecasting and prioritization
• Monitoring of contract terms, license models, usage, and termination dates
• Early identification of risks (churn, downsizing) and initiation of countermeasures
• Preparation, execution, and closing of renewal negotiations
• Ensuring and further developing stable and growing recurring revenues

Customer Retention & Value Realization

• Building robust, long-term customer relationships at specialist and management levels
• Regular business reviews focusing on usage, added value, and optimization potential
• Ensuring customers achieve maximum benefit from solutions and services
• Translating usage and needs into concrete measures for customer development

Onboarding & Transition to Operations

• Managing a structured and efficient onboarding process
• Defining clear key performance indicators together with the customer
• Ensuring a smooth transition into regular operational business
• Close coordination with consulting and project management

Growth & Interface Management

• Identifying up-selling and cross-selling potentials from operational customer support
• Close collaboration with sales, consulting, and PMO for holistic customer development
• Using data and KPIs to derive concrete fields of action
• Active co-design and optimization of internal processes and tools

YOUR PROFILE, WHAT DO YOU BRING

Whether you have a university degree or completed commercial or IT training is secondary to us – a customer-oriented way of working is important to us!

Technical Skills

• Several years of experience in customer success, subscription, or account management
• Confident and routine handling of figures, contract volumes, and recurring revenues
• Very good understanding of subscription models and license structures
• Structured, analytical, and process-oriented way of working
• Experience with CRM systems

Personal Skills

• Experience in managing subscriptions, renewals, or existing customers
• Strong process and structure orientation
• Proficient in handling contracts, figures, and forecasts
• Distinct understanding of customer needs and economic contexts
• Strong communication skills

HAVE WE SPARKED YOUR INTEREST?

Then get in touch today, we look forward to receiving your profile! You can find testimonials from colleagues and much more at http://jobs.tap.de

Our employees are and will always be our greatest asset.

We are happy to answer your questions personally by phone at +49 (9421) 5101 500