Customer Success Manager – Remote

This is a fully remote position, open to applicants in Germany, +1 more country.

📋 Description

• Assist new dental practices during the onboarding process until Sonia is seamlessly integrated into their daily operations.

• Take the initiative to support and reach out to practices rather than waiting for support requests.

• Conduct onboarding sessions, regular check-ins, and reactivate dormant accounts via phone and Demodesk.

• Provide support to practices until they are fully utilizing the product's capabilities.

• Independently address technical inquiries, including investigating, researching, and testing solutions.

• Manage difficult situations and guide escalations through to successful resolutions.

• Solve more intricate issues in collaboration with the Product and Tech teams.

• Analyze customer feedback and relay it in a coherent manner.

• Maintain accurate and up-to-date customer data and processes in HubSpot.

⛳️ Requirements

• Enjoy engaging with customers; making phone calls is second nature to you.

• Self-motivated and driven.

• Hands-on approach: “I’ll experiment and conduct the necessary research.”

• Possess technical aptitude and a desire to understand the product and system logic.

• Experience in Customer Success, preferably within a SaaS environment; support experience is also welcomed.

• Interest in or knowledge of the medical or dental sector, or prior experience with another demanding niche customer segment.

• Fluent in German and proficient in English.

• Independent, organized, and solution-focused work style.

• Familiarity with HubSpot, Stripe, or Demodesk is an advantage, but not mandatory.

• Eagerness to learn and grow professionally.

🏝️ Benefits

• 30 days of vacation.

• High flexibility with a genuine hybrid/remote working arrangement.

• Competitive salary commensurate with your expertise.

• Flat hierarchies, a high degree of ownership, and space for your ideas and professional growth.

• Meaningful work that has a real impact on healthcare.