Responsibilities
- Manage the entire post-sales lifecycle: onboarding, adoption, retention, and expansion
- Continuously improve CS processes, playbooks, and tooling
- Act as primary point of contact for key accounts and build long-term customer relationships
- Monitor customer health scores and proactively identify risks and opportunities
- Collaborate with CS Engineers and Support to resolve complex product or technical topics
- Track CS KPIs and share insights with Product, Tech, and Sales to drive product improvements
- Support self-service formats such as our knowledge base and customer learning portal
- Take ownership of operational excellence in the CS function and drive efficiency at scale
Requirements
- Based in Germany
- Proven experience driving onboarding, retention, and renewals across multiple accounts
- Familiarity with Zendesk or similar CS/Support tools
- Strong operational mindset — structured and hands-on
- First experience mentoring or coordinating small project teams.
- Excellent communication and stakeholder management skills in English and German!
Nice to Have
- A proactive, customer-first mindset and passion for building scalable processes
Benefits
- 100% remote work and full flexibility over your schedule
- A transparent, trust-based culture in an international SaaS scale-up
- Modern tools, data-driven processes, and fast decision-making
- 2–3 offsites and workshops per year for strategy, connection, and team spirit
- High level of autonomy and clear development paths
- The opportunity to actively shape a fast-growing SaaS company
- Steep learning curve in customer success, onboarding, software processes & content creation
- Close collaboration with our Customer Success and Product teams
- Flexible working hours
Work Arrangement
Remote (Worldwide)
Additional Information
- Excellent communication and stakeholder management skills in English and German!
