Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic
Sarah Bernhardt

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
Sarah Bernhardt