Customer Success Manager – AI, DACH

This is a fully remote position, open to applicants in Germany.

📋 Description

• Address incoming support tickets via email and live chat, swiftly and effectively resolving technical and product inquiries.

• Assess and diagnose problems - differentiating between user errors and product bugs, and directing them accordingly.

• Analyze product usage trends to proactively identify users who may be experiencing difficulties or are at risk of leaving.

• Identify recurring themes in support tickets and convert them into actionable insights for the product team - flagging areas of friction to the Growth and product teams.

• Accurately reproduce and document bugs for the engineering team, including the steps taken, environmental details, and impact evaluation.

• Enhance the in-product help experience - collaborating with the growth team on tooltips, empty states, and contextual nudges that help reduce support requests.

⛳️ Requirements

• Fluent (or native) German speaker.

• Fluent English speaker.

• Minimum of 1 year of experience in a technical support or customer success position.

• Excellent communication skills to articulate technical issues and resolutions to both engineering and non-technical audiences.

• Familiarity with support tools such as Intercom or Zendesk.

• Ability to thrive in a fast-paced, dynamic startup environment.

🏝️ Benefits

• In addition to 30 vacation days, we provide a pension plan.

• A generous Work From Home Allowance to ensure your home office is well-equipped.

• Paid parental leave and additional perks!