Enterprise Customer Experience Manager - DACH - #2696155

About The Role

Are you passionate about building lasting relationships with enterprise customers? Do you thrive on helping clients get real value from cloud-native SaaS data protection? Keepit is looking for an Enterprise Customer Experience Manager (CXM) to join our team and serve as a trusted advisor to our most strategic customers.

As an Enterprise CXM at Keepit, you’ll drive customer success by making sure our services align with each customer’s business objectives and technical requirements. In the onboarding phase you’ll lead in project mode — scoping, configuring, and guiding each customer to a defined first-value milestone (Time to Value). After that milestone, you shift into an intelligence role: owning account health, stakeholder depth, and business-case validation, and guiding customers as they expand their use of the Keepit platform to protect critical data across more of their SaaS applications.

You’ll also work with a growing set of customer intelligence and AI-assisted tools that surface account health, risk, and expansion signals earlier. That means less manual follow-up and more of your time spent where it matters most: helping customers prioritize, make decisions, and turn adoption into measurable business outcomes.

Key Responsibilities

• Drive success for key accounts. Be the primary point of contact for Keepit’s largest and most complex enterprise customers, building strong relationships and helping them achieve their goals with our services.
• Lead onboarding to first value. Own onboarding and implementation for enterprise accounts in project mode, driving each customer to a defined first-value milestone (Time to Value). Collaborate with solution engineers to tailor configurations and integrate Keepit’s services into customers’ environments.
• Advocate for broader adoption. Promote the Keepit platform, guiding customers as they extend protection beyond Microsoft 365 and Entra ID to more of their SaaS applications.
• Plan strategically with customer intelligence. Develop a tailored success plan for each customer, using account health data and AI-assisted insights to manage relationships proactively and anticipate needs.
• Focus on outcomes. Measure success by adoption, value realization, and return on investment, connecting product usage to the business results customers care about.
• Surface expansion and renewal signals. Own the account-intelligence view — stakeholder depth, sentiment, and business-case health — and trigger Account Management on at-risk accounts, expansion opportunities, and renewal readiness so they can act on qualified signals.
• Support issue resolution. Provide business and use-case context when Support leads escalations. Where an issue involves a use case, training need, or adoption gap, partner with Support and solution engineering to reach fast, effective resolution.
• Channel enterprise requirements to Product. Capture enterprise product requirements and feed them to the Product team, representing your customers’ strategic needs in the roadmap.
• Keep customers engaged. Lead quarterly business reviews, share product updates, and organize customer events and technical advisory boards to keep customers informed and engaged.
• Provide on-site support. Be available for on-site visits to build relationships and support customers in person. Regional travel is required for this role.
• Represent Keepit. Attend conferences, roadshows, and events to strengthen relationships and stay on top of trends that affect enterprise customers.
  
  

What We’re Looking For

• Proven experience in customer success, account management, or technical consulting, ideally with enterprise customers in the SaaS or technology industry.
• A strong technical background and the ability to translate customer requirements into actionable solutions.
• Excellent communication skills, with a track record of building trusted relationships with executives and technical teams.
• An outcome-driven mindset, comfortable using data and AI-assisted customer intelligence tools to prioritize, spot risk, and guide customers toward measurable value.
• A collaborative approach, working closely with Account Management, Support, solution engineering, and product teams to drive customer success.
• Willingness to travel regionally to meet customers and represent Keepit at events.
  
  

About Keepit

As the SaaS data protection expert, Keepit helps organizations minimize risk, strengthen cyber resilience, and ensure business continuity. Our services are built on the Keepit platform, an independent, vendor-neutral cloud that keeps customer data in separate, dedicated infrastructure, so customers can access their data even if they lose access to their SaaS provider.