Celonis is currently in an exciting phase. The daily work in a Hypergrowth Saas company is high-paced with quarter-to-quarter milestones. This speed is fun and leads to a lot of variety. At the same time, we have the opportunity to collaborate with top decision-makers from the world's largest companies and drive digital initiatives with the market-leading software. That mix, along with powerful team cohesion, is definitely what makes Celonis so unique for me.
Honestly, when I applied, I didn’t know that I was going to be a CSM. The role is quite popular in SaaS companies and very close to strategic consulting. The role I applied for was called “Strategic Management Consultant”. As a CSM, you’re post-sales responsible for a portfolio of strategic accounts in terms of leveraging client engagements and helping each and every customer to get the most of their Celonis licenses. You will work very close to the client senior management/ CXX level in order to define strategic objectives and translate them into tangible milestones while accompanying the entire customer journey.
Success Management is a fast-paced job, as our clients expect quick results, and we help them to have strong ROIs while also driving adoption of our software. The remarkable thing here is that you will get (as CSM for strategic accounts) a good handful of accounts in various lifecycle stages - totaling several millions of annual recurring revenue. Most of my clients are in DAX30/ SAP 100. That makes the job quite varied as you face different challenges (from showing the client team how to run, up to pushing global scaling initiatives with the corresponding organizational models. And for every topic, you will get full responsibility, sitting in the driver seat, next to CXXs.
The most exciting thing about the CSM role is also the biggest challenge. We are always at the interface function. Predominantly within the triad of Sales - technical Experts and of course at the forefront of our client’s senior management. In combination with the different life cycles of each client engagement, you need to prioritize well, as demands are pulling from every site. Structuring is key here, in order to break down complex situations and execute accordingly. So, you need to take big responsibility and ownership in that role while being well embedded in the organization.
If you want to excel in a faced-paced environment, you need to build a strong team - be it the specific account team, our CSM/ Delivery team and with each and every Celonaut. That is exactly what moves us forward day by day while tackling every challenge.
Driven. Preserving. Humorous.
In general, you need to be able to drive strategic initiatives with a significant number of cross-department engagements. We do have a high bar at Celonis - and we are looking for around 5 years (for our strategic Job positions) of work experience within the SaaS industry or as a Consultant of a renowned consultancy, working with large enterprises. CSMs need to have a strategic mindset with strong execution capabilities while being a strong networker and relationship builder.
When actively engaging with senior stakeholders and serving as a point of contact for escalations, potential candidates need to have strong business acumen as well as very good communication skills. You need to show leadership within the various teams and live executive presence.
That should be underlined with strong ownership and passion for making our customers successful, while being a proactive team player with innovative ideas.
I was very impressed when I first learned how focused Celonis is, when it comes to customer success. We do have a very strong post-sales organization, meaning that we will stay with our clients along their Celonis journey and guide them on how to realize and expand the (pre-sales) identified value. Therefore, “live for customer value” as we framed it, matters most to me. We live it as a state of mind, a passion to center around our clients and leveraging our resources to not just deliver what the client asked for but rather excel with new perspectives and tailor fitted solutions. The whole organization is committed to our client’s success and I identify very well with that.
Jascha joined Celonis in 2019 as a Customer Success Manager with a focus on Strategic Accounts, based in our Munich Headquarter. With a major in Strategy and Technology Management, he gained previous working experience in strategy consulting with a focus on digital transformation initiatives.
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