Customer Success Manager

Role Overview

As a Customer Success Manager, you will be the central point of contact for everything related to our active customers in their daily business, excluding sales. You will make decisions when our support is not further, take care of refund and payment issues, and develop the customer experience for our corporate customers.

What You Will Do

Your tasks will include building the structure, processes, and long-term team behind it as a Team Lead for Support & Success, building onboarding structures for new support and success employees, taking over customer responsibility in the last instance, and tracking relevant success KPIs (churn, retention, customer health).

Why It Might Be a Fit

You will be the number 1 point of contact between Dev, Sales, and Product for everything related to customer feedback and voice, and will close sparring partner for our Account Manager on all topics excluding upselling and contract extension.

Requirements

• Experience in the Customer Success area in a SaaS environment
• Leadership skills and ability to take over responsibility
• Quick, safe decision-making and ability to stand by decisions
• Technical understanding of tools like Stripe, Intercom, Slack, Claude
• Good feeling for when to be lenient and when not
• Structured working style, but flexible enough for the startup daily life
• Communication strength across departments
• Hands-on mentality across departments
• Passion for startups and implementation

Benefits

• Above-average salary
• Performance-based bonus
• Modern Apple equipment