Customer Success Manager

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

📋 Description

• Facilitate customer onboarding sessions and conduct regular check-ins.

• Address customer issues within Support and Customer Success and ensure they are resolved.

• Act as the main point of contact for all customer-related inquiries outside of Sales.

• Take charge of escalations and manage difficult customer situations with assurance.

• Make independent decisions concerning refunds, goodwill cases, and payment issues in Stripe.

• Develop long-lasting customer relationships and collaborate with the Sales team to expand accounts.

• Recognize upsell opportunities during interactions with customers and refer them to Sales strategically.

• Serve as the central contact for over 200 active customers in daily operations.

⛳️ Requirements

• You possess a strong customer focus, are solution-driven, and take responsibility for your customers’ concerns.

• You demonstrate high resilience under pressure and maintain composure during peak times.

• You have excellent interpersonal skills, particularly when navigating challenging situations.

• You can identify genuine potential and differentiate between high-value A customers and lower-value C customers.

• You exercise good judgment in deciding when to offer goodwill gestures and when to refrain.

• You are a fast learner with a solid technical understanding.

• You can quickly adapt to tools such as Stripe, Intercom, Slack, and Claude.

• You are enthusiastic about startups, execution, and ongoing improvement.

• Sales experience is advantageous but not mandatory.

• Extensive years of Customer Success experience are not required.

🏝️ Benefits

• Permanent employment contract.

• 24 days of annual leave.

• Remote-first work environment.

• Above-average salary.

• Performance-based bonuses for upselling and expanding existing customer accounts.

• Modern Apple equipment.

• A steep learning curve with clear opportunities for professional development.

• Flat organizational structure and close, direct collaboration with the executive team.

• 40 hours per week.

• Probationary period: 6 months.