Sarah Bernhardt
Hergiswil
Summary
Senior Customer Success Leader with 8+ years’ experience driving enterprise-level partnerships across DACH. Proven track record in aligning IT and business strategy, leading large-scale transformation projects, and optimising customer success frameworks to achieve measurable business outcomes. Skilled in stakeholder engagement at C-level, and building scalable CS functions and playbooks in high-growth SaaS and IT services environments. Fluent in German and English.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager DACH
Akeneo AG
08.2021 - Current
- Exceeded ARR expansion targets (160%+ per quarter in 2025) by identifying, developing, and closing cross-sell and upsell opportunities, with a book of business at €2.3 Million ARR with 26 Accounts.
- Maintained 0% churn through strategic account planning, proactive stakeholder engagement, and early contract renewals.
- Served as strategic trusted advisor to C-level stakeholders, aligning IT and business objectives with digital commerce transformation strategies.
- Led process optimisation initiatives with customer IT teams, facilitating workshops and embedding best practices to drive adoption and efficiency.
- Represented Customer Success at industry and customer events (e.g., annual Unlock conference on stage), driving pipeline engagement and strengthening executive relationships.
- Owned relationships with enterprise accounts across DACH, partnering with C-suite stakeholders to align business objectives with digital commerce and product strategies.
- Built and scaled the Central Europe CS function from 2 to 6 team members, including onboarding, training, and mentoring.
- Collaboration with product management to improve product offerings based on customer feedback and market trends.
- Organized and hosted client events (3x annually) to strengthen customer community and engagement.
- Successfully graduated “Women in Leadership” Cohort, April 2025
- Leader of CS Evolution Program, core competency: Business Growth Mindset. Leading the competency to lay the foundation for the global CS organization to cultivate measurable lasting value while driving adoption.
- MACH Alliance, Women in MACH Mentorship Program 2024-2025, 2025-2026
Customer Success Manager
Cornerstone on Demand
09.2018 - 07.2021
- Established the Customer Success function for DACH, achieving 100% retention and securing upsell/expansion across enterprise accounts.
- Conducted SLA monitoring, and governance workshops to ensure operational excellence.
- Collaborated cross-functionally with product and sales to deliver tailored solutions addressing IT and HR digital transformation needs.
Customer Success Manager
XING E-Recruiting
01.2018 - 08.2018
- Led customer lifecycle management for enterprise accounts in DACH, ensuring smooth onboarding, adoption, and measurable business outcomes.
- Delivered customer training sessions and stakeholder enablement workshops to maximise value and retention.
Sales Manager New Business DACH
XING E-Recruiting
12.2016 - 12.2017
- New B2B client acquisition
- Acquired new B2B clients across DACH through consultative sales, managing the full sales cycle from prospecting and discovery to solutioning, negotiation, and closing.
Marketing Manager EMEA
Briggs & Stratton AG
09.2015 - 06.2016
- Directed regional marketing strategies supporting digital transformation and customer engagement, managing €2M budget.
- Developed and managed regional websites as part of the customer experience and corporate digital transformation strategy
- Developed annual media plans and negotiated advertising and promotional contracts
- Coordinated and executed digital advertising including social media channels, viral promotions and communication to support brand, sales and service objectives
- Organised national shows and dealer conventions as well as customer events across Europe
- Directed and coordinated all PR topics
- Advised on the CI guidelines as well as marketing tools for national dealers (Trade Marketing)
- Supported in the launch of a new business unit segment
- Leadership of 1 direct report – Marketing Coordinator EMEA
Marketing Coordinator Europe
Briggs & Stratton AG
05.2013 - 08.2015
- Digital strategy plans, Marketing services management
Digital Marketing Coordinator
Briggs & Stratton AG
09.2011 - 04.2013
- European digital footprint development
Education
Executive MBA -
Quantic School of Business And Technology
02-2026
Change Management Practitioner - undefined
Prosci Change Management
07.2024
Diploma - Professional Marketing
Chartered Institute of Marketing (CIM)
06.2016
Bachelor of Arts (Hons) - Tourism Management
University of the West of England
09.2009
Language School Diplomas - Spanish
University of Salamanca
06.2005
Skills
- Strategic Customer Success & Retention (Enterprise DACH)
- Stakeholder Management (C-Suite to Operational Teams)
- Project Management & Change Enablement
- Outcome-based Value Realisation & Business Reviews
- Partner Collaborations
- Customer Community Building & Adoption Strategies
Timeline
Senior Customer Success Manager DACH
Akeneo AG
08.2021 - Current
Customer Success Manager
Cornerstone on Demand
09.2018 - 07.2021
Customer Success Manager
XING E-Recruiting
01.2018 - 08.2018
Sales Manager New Business DACH
XING E-Recruiting
12.2016 - 12.2017
Marketing Manager EMEA
Briggs & Stratton AG
09.2015 - 06.2016
Marketing Coordinator Europe
Briggs & Stratton AG
05.2013 - 08.2015
Digital Marketing Coordinator
Briggs & Stratton AG
09.2011 - 04.2013
Change Management Practitioner - undefined
Prosci Change Management
Diploma - Professional Marketing
Chartered Institute of Marketing (CIM)
Bachelor of Arts (Hons) - Tourism Management
University of the West of England
Language School Diplomas - Spanish
University of Salamanca
Executive MBA -
Quantic School of Business And Technology