Customer Success Manager

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

📋 Description

• Assume a team lead role for Support & Success, developing structures, processes, and building the team for the long term.

• Establish onboarding structures for new Support and Success employees.

• Act as the primary contact and take overall responsibility for all customer-related issues within the company, excluding Sales.

• Take ultimate responsibility for customer concerns when Support or Account Management encounters challenges.

• Enhance the Customer Experience for enterprise customers.

• Develop and maintain Intercom automations and the overall onboarding experience.

• Further develop the Help Center for Support and Success topics.

• Oversee the newsletter strategy.

• Serve as the central point of contact between Development, Sales, and Product for customer feedback and voice.

• Continuously optimize processes in the area of Customer Relations.

• Support Account Managers with topics beyond upselling and contract renewals.

• Track relevant Success KPIs such as Churn, Retention, and Customer Health.

• Manage Support and Success topics for enterprise clients.

• Make independent decisions regarding refunds, goodwill cases, and critical payment issues with Stripe.

• Regularly report to the Managing Director and Head of Sales.

⛳️ Requirements

• Experience in the Customer Success field within a SaaS environment.

• Ability to lead a team and take on responsibility.

• Quick and confident decision-making abilities.

• Technical understanding and experience with Stripe, Intercom, Slack, and Claude.

• Capacity to rapidly adapt to new systems.

• Good judgment in making goodwill decisions.

• Structured work approach and flexibility in a startup environment.

• Strong communication skills across departments.

• Hands-on mentality.

• Willingness to engage in startup work and quick implementation.

• Experience in building structures and processes.

🏝️ Benefits

• A rapidly growing HR tech startup with a vast vision where you can significantly shape and build a department.

• Flat hierarchies, high responsibility, and genuine involvement.

• A rapidly expanding area where you play a central role.

• Direct, close collaboration with management.

• Remote-first setup.

• Above-average salary.

• Performance-based bonus.

• Modern Apple equipment.