EaaS Customer Success Manager


To shape the future of Munich Re Group, IoT Financing Services (IFS) develops and executes the global IoT Strategy of Munich Re by developing insurance-related IoT Technology and cutting-edge, IoT based, financial products, in particular as-a-Service offerings (XaaS).

Within our global Munich Re XaaS initiative, we are looking for a Customer Success Manager to develop and maintain strategic partnerships with our customers and partners, and consult them on their paths to commercial value from project initiation throughout deal delivery. This role builds an essential part of our efforts to establish IFS as leading XaaS player and will report into the COO. It will also carry a great amount of exposure with stakeholders across and outside the organization, particularly with our Senior Executives, our go-to-market teams, Munich Re, and our financing partners.

The Role
The Customer Success Manager (CMS), will be responsible for developing and maintaining strategic partnerships with customers, understanding their organizational and business goals, and partner with them throughout the IFS customer journey. The role will be accountable for the strategic leadership, engagement profitability, and delivery excellence of the assigned accounts. As a trusted advisor, the CMS will drive proper onboarding and activation efforts with our industrial partners and end-customers, shape the commercial and market strategies, discuss optimal utilization consumption use cases, identify expansion opportunities, and ensure profitability throughout the entire offering contract term.
The CMS will work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. The CMS will have a key role in helping to drive commercial partnership strategies, solution development, business development, and operations for new and existing as-a-Service business models. You will support the advancement of the company’s global economic and commercial development program for XaaS.

Job Responsibilities:
  • As trusted adviser, you will leverage your knowledge of our business model and the partners and customer’s business and your skills in structured and creative problem-solving to show new avenues to profitable growth.
  • You bring in IFS’ position into the structuring of our industrial partnership from a commercial standpoint
  • You develop a deep understanding of customer’s needs, their markets and success strategies.
  • You lead the quality of activation and solution onboarding as well as alignment to customer expectations.
  • You provide thought leadership and partnership to customers on business optimization, utilization and adoption of new technologies to drive profitability.
  • You ensure customer health and satisfaction across various customer stakeholders
  • You establish and enable our partners and their salesforce, coaching & evangelizing to the salesforce & executives on the benefits of XaaS solutions, building relationships with sales management and a regular rhythm of review.
  • You develop target G2M strategies and a tactical commercial & sales process with our partners sales force, working closely with Marketing to build pipeline for future opportunities.
  • You support our product development teams with structuring & building of solution proposals and deal applications for individual transactions, to ensure these meet the needs of external and internal stakeholders and funders.
  • You animate the process to close end-customer transactions and have the ability to execute and work with partner salesforce and end-prospects to remove roadblocks and obtain XaaS equipment orders and contracts.
  • You build a repeatable partner management process and you own the partner relationships for IFS.
  • You support the development of our XaaS partnership capabilities across geographies.
  • You provide customer intelligence to key internal teams (e.g. Business Development, Delivery, Product Development) and participate in the strategic planning process.
  • You support our go-to-market teams in engaging with our customers on topics related to deal onboarding and partner animation. Advising on the feasibility comparing to existing relationships.
Your Profile:
  • You have a deep knowledge of the equipment as a service ecosystem.
  • You unite a strategic view on our business opportunity with a strong execution focus
  • You understand the requirements of creating and managing on a day-to-day basis long-term cross-industry partner relationships to maximize value to the XaaS provider and the partner.
  • You know the products (IoT, insurance, XaaS contracts), capabilities, and players within this space.
  • You have a good understanding of the challenges of modern manufacturing and production and understand how IoT enabled high-tech manufacturing equipment can improve overall performance.
  • You understand how delivery models that combine hardware, software, and services can help customers improve their revenues and profitably, alongside their resilience, and flexibility.
  • You have a customer-first mindset and always start with the problem you’re solving rather than the solution.
  • You’re able to think and act in an agile environment.
  • You know how to create and iterate on top of a minimal-viable offering.
  • You’re respected for your domain knowledge by your peers.
  • You’re able to communicate your knowledge of this domain to senior stakeholders who may not have the same level of expertise.
  • You understand the challenges of managing complex contracts from their inception to their end of life, ensuring a compliant, streamlined and efficient, net revenue maximizing process.
  • You have a customer-first mindset and always start with the problem you’re solving rather than the solution.
  • You are able to think and act in an agile environment.
  • You understand risks and associated mitigation strategies.
  • You have experience in building and managing multi-functional teams across multiple geographies.


Job Requirements:
  • The ideal candidate has 5+ years of experience in a FinTech environment or innovation team in an international company.
  • In addition you spent 5+ years in Consulting, Solution Development, Business Model Innovation, or Customer Success Management.
  • Bachelor’s degree qualification is required. Additional Masters or above qualification is a plus.
  • High-degree of knowledge about the products (loans, leases, residual values, other equity and debt-related instruments) and the risks in the space.
  • Background working directly in or with large enterprises and corporations and an ability to blend into our start-up environment.
  • Strong commercial skills and experience of deal structuring, pricing, and accounting.
  • In addition, the candidate should have fluency and understanding of all the risks associated with a XaaS business model and differences to standard financing models.
  • Excellent verbal and written communication skills, and ability to communicate effectively
  • Structured approach, familiar with setting up new offerings, creating new processes, managing multiple stakeholders, and driving initiatives across different organizations
  • Ability to influence and align stakeholders, facilitation and coaching skills are a plus
  • Ability to translate requirements of stakeholder, customer and partner environment
  • Ability to rapidly assimilate and then clearly articulate value propositions and hurdles.
  • Proficient networker. Ability to develop and use relationships with key stakeholders
  • Self-starter showing proactivity and ownership, with ability to define clear goals and track progress
  • Ability to deal with ambiguity and frequent change
  • Executive presence
  • Willingness to travel for a significant portion of time.
  • Fluent in English and German; French, Italian, Spanish, or additional languages are a plus.
At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Hartford Steam Boiler Inspection and Insurance Company (HSB), a part of Munich Re since 2009, provides equipment breakdown and other specialty coverages, inspection services and engineering consulting that set the standard for excellence worldwide. One of the world’s leading equipment breakdown insurers, HSB helps clients reduce risk through a unique combination of specialty coverages, engineering-based risk management strategies and loss prevention services. A.M. Best Company awarded the HSB Group of companies its highest financial rating, A++ (Superior). We look ahead, anticipate risk and leverage our knowledge and experience to develop new solutions to help our clients meet tomorrow's challenges. To see the future we see check out our LinkedIn page: http://www.linkedin.com/company/hsb