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 inquiries with a solutions-focused mindset and ensure ownership until resolution.

• Act as the main point of contact for all customer-related issues beyond the Sales department.

• Take responsibility for any unresolved Support or Account Management cases.

• Handle escalations and manage relationships with Enterprise customers.

• Make decisions concerning refunds, goodwill cases, and critical payment matters within Stripe.

• Provide support, guidance, and mentorship to Customer Success Managers.

• Create processes and onboarding materials for Success and Support team members.

• Enhance Customer Relations processes for improved efficiency.

• Continuously develop the role as Team Lead for Customer Success.

• Broaden the Customer Experience for business clients.

• Maintain and enhance Intercom automations and the onboarding process.

• Develop the Help Center to address Support and Success topics.

• Oversee the newsletter strategy.

• Monitor Success KPIs such as churn rate, retention, and customer health metrics.

• Provide regular reports to the Managing Director and Head of Sales.

⛳️ Requirements

• Background in Customer Success, preferably within a SaaS environment.

• Initial experience in guiding or onboarding teammates.

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

• Ability to quickly learn and adapt to new systems.

• Structured yet adaptable work approach.

• Excellent cross-functional communication skills.

• Hands-on problem solving attitude.

• Capacity to identify upselling opportunities during customer interactions.

• Readiness to make swift and sound decisions.

• Strong judgment skills when making goodwill decisions.

🏝️ Benefits

• Permanent employment contract.

• 40 hours of work per week.

• 24 days of annual leave.

• Remote-first work environment.

• Competitive salary with performance-based bonuses.

• Provision of modern Apple equipment.

• Clear career advancement path to Team Lead for Customer Success.

• Flat hierarchies, significant responsibility, and real opportunities to influence the company.

• Direct and close collaboration with the executive team.