Customer Success & Service Manager, German required

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

📋 Description

• You will guide new clients from the initial setup through to effective utilization of our services.

• You serve as a dependable point of contact for your clients, fostering genuine relationships and maintaining composure even in challenging situations.

• You will identify opportunities for growth, engage in renewal discussions, and proactively promote upgrades and cross-selling.

• You collaborate with us to ensure our system automatically reports customers who may be at risk and highlights areas where potential remains untapped.

• You will create workflows and agents independently (e.g., using n8n, Zapier, Claude, GPT) to streamline manual customer service processes and generate AI-supported reports.

• You will conduct engaging training sessions and webinars to enhance our customers' experience with EverReal.

• The majority of inquiries are managed by AI; for escalated issues, you will clarify with the customer and provide Engineering with clear documentation.

• You will systematically relay customer feedback to ensure that product decisions are informed by actual usage data.

⛳️ Requirements

• Several years of experience in Customer Success, Account Management, or technical support, preferably within a SaaS environment.

• Exceptional customer service skills, with the ability to quickly build trust and maintain composure when faced with difficult customers.

• A proactive approach to developing customer relationships, facilitating upgrades, and securing renewals.

• A commercial mindset that drives your actions.

• A passion for AI and automation—not only do you use them, but you also create them yourself.

• Strong technical foundations (including web technologies, APIs, and databases) with the ability to explain complex topics clearly to customers.

• A structured and analytical working style, with a focus on process optimization.

• Excellent communication skills and the ability to inspire others in workshops.

• Fluency in German and proficiency in English.

🏝️ Benefits

• A pivotal role in a growing company, offering substantial opportunities to influence the position and take on significant ownership.

• An exciting industry: the real estate sector is undergoing transformation, experiencing a generational shift and embracing new technologies for enhanced efficiency—join us in this digital revolution!

• Be part of an international, supportive, and motivated team eager to welcome you and participate in regular team events.

• An inspiring company culture grounded in shared values such as ambition, positivity, progress, and “Deliver Wow.”

• A competitive compensation package that includes company equity (Virtual Share Options).

• A daily meal subsidy of €6.40 net through Lunchit.

• To enhance your work-life balance, we subsidize your Wellpass (Qualitrain) membership, providing access to thousands of sports facilities across Germany.