Join Wire, the leading end-to-end encrypted communication platform revolutionizing secure collaboration for businesses, critical infrastructure, and governments. We prioritize privacy as a fundamental right, providing organizations across industries with the most secure communication experience possible. Our cutting-edge encryption technology and robust security measures have made us a trusted partner in the technology, finance, healthcare, and government sectors. If you're driven by the mission to redefine secure communication and want to be part of an innovative and dynamic team, join us at Wire. Together, we'll build a world where privacy and security are the foundation of modern communication.

We are thrilled to offer an exciting opportunity for a motivated and experienced Senior Customer Success Manager to join our dynamic team on a full-time basis. If you are passionate about fostering strong relationships and driving success for customers, this could be the perfect role for you.

This role is specifically designed for a German national with extensive experience in the German Public Sector and Critical National Infrastructure . The successful candidate will be responsible for managing and growing two key strategic accounts, with the potential to expand to a maximum of five accounts.

At our company, we value collaboration, innovation, and a customer-first mindset. If you’re excited to be part of a team that prioritizes excellence and customer impact, we’d love to hear from you.

• Employment Type: Permanent

• Role: Senior Customer Success Manager - Strategic Accounts (Germany)

• Experience Required: Minimum 7+ years in Customer Success or Account Management

• Working Hours: Full Time

• Working Location: Office in Berlin or Remote in Germany.

• Frequent Travel: Bonn & Heilbronn

• Reports to: Head of Customer Success & Support

• Desired Start Date: April 1st, 2025

Position Overview

We are seeking a highly experienced and customer-focused professional with a deep understanding of the German public sector, its structure, politics, procurement frameworks, and partner ecosystem. You will be responsible for ensuring that our German strategic clients, primarily within government entities and critical national infrastructure enterprises derive maximum value from our secure communication solutions. Your primary goal will be to drive adoption, ensure customer satisfaction, and support account expansion within the public sector, critical national infrastructure and enterprise ecosystem.

At our company, we value collaboration, innovation, and a customer-first mindset. If you’re excited to be part of a team that prioritizes excellence and customer impact, we’d love to hear from you.

Responsibilities

• Strategic Account Management: Serve as the primary contact for two high-profile government and CNI accounts, with the possibility of growing to a maximum of five.

• Business Plan: Create, Manage, and Deliver a clear business plan for the two key accounts, focused on multithreaded stakeholder engagement, solution delivery, adoption, and expansion.

• Public Sector Expertise: Navigate the complexities of the German public sector, across both Federal and State level, understanding procurement regulations, frameworks, and the broader partner ecosystem.

• Stakeholder Engagement: Develop and maintain strong relationships with senior decision-makers, including government officials, procurement managers, and technical teams.

• Customer Advocacy: Act as a trusted advisor to government clients, ensuring they derive maximum value from Wire’s secure communication solutions.

• Product Adoption: Work closely with clients to drive platform adoption, provide training, and ensure best practices are followed.

• Renewals & Expansion: Identify opportunities to expand Wire’s footprint within existing accounts by leveraging public sector procurement frameworks and strategic partnerships.

• Collaboration: Work closely with Sales, Marketing, and Product teams to align customer needs with Wire’s product roadmap and ensure customer success stories are shared internally.

• Issue Resolution: Handle customer concerns with urgency, working cross-functionally to resolve technical or service-related challenges, inline with our Support Teams.

• Data-Driven Insights: Monitor customer engagement and satisfaction metrics, proactively addressing risks and identifying areas for improvement.

• Nationality: German national (due to the nature of the accounts managed)

• Language Skills: Fluency in German and English is essential.

• Experience: Minimum 7+ years in Customer Success, Account Management, or Government Relations, ideally within the technology, SaaS, or cybersecurity industry.

• Sector Expertise: Strong understanding of the German public sector structure, politics, procurement frameworks, and partner ecosystem.

• Critical National Infrastructure (CNI) Knowledge: Experience working with or managing accounts in food, supply chain, energy, transportation, telecommunications, or government security agencies.

• Strategic Relationship Management: Proven track record of working with high-level government and enterprise stakeholders.

• Technical Acumen: Clear experience, and ability to understand and articulate technical concepts related to secure communication, messaging, and collaboration technologies

• Problem-Solving Skills: High agency and analytical mindset with a proactive approach to identifying and addressing customer challenges.

• Communication Skills: Strong interpersonal and presentation skills, with the ability to influence and build trust at all levels.

• Flexibility: Ability to travel within Germany for key account meetings and industry events when necessary.

• Join a market-proven (>1,000 customers) company and drive Wire to become the worldwide market leader.

• 30 days of vacation entitlement, allowing you to take well-deserved time off and maintain a healthy work-life balance.

• Competitive salary and bonus structure, recognizing your contributions and success.

• Investment in professional development with an annual education budget and access to top-notch learning resources.

• A beautiful office in the heart of Berlin, offering a hybrid work environment that balances flexibility with personal connections.

• Access to an Urban Sports Club subscription, ensuring a healthy work-life balance.

• Enjoy fresh breakfast in the office, daily fruits, snacks, free soft drinks, and premium coffee.

• Be part of an inclusive team that values diversity, equality, and collaboration.

If you’re ready to make an impact and contribute to the success of Wire’s customers, we’d love to hear from you! Please send your application or any questions to jobs@wire.com.

We look forward to welcoming you to our team!

We're building a secure, easy-to-use, and feature-rich communication tool with the latest technologies. We don't just create software — we're also impacting national and international committees. Our research and development occur at our Berlin headquarters and other locations in Europe and the USA, where we embrace diversity and adhere to the strictest data protection standards. We see regulations as a foundation supporting our commitment to secure our customer's communication.