PG
Customer Success Manager (m/w/d) gesucht - 100% Remote
Contract type
Ongoing
Work mode
Remote · Hamburg
Experience
3 years
Job description
Customer Success Manager and team lead for support and success at a sales job platform, owning customer experience, processes and escalations beyond sales.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Hamburg
- Languages
- German – fluent
What you'll do
- Build the team lead function for support and success, including structures, processes and the team
- Build onboarding structures for new support and success employees
- Act as first contact and main owner for all customer topics except sales
- Take final customer responsibility when support or account management cannot resolve an issue
- Expand customer experience for business customers
- Build and maintain Intercom automations and the entire onboarding experience
- Develop the help center for support and success topics
- Own the newsletter strategy
- Be the main contact between dev, sales and product for customer voice and feedback
- Continuously optimize processes in customer relations
- Track relevant success KPIs such as churn, retention and customer health
- Handle support and success topics for enterprise customers requiring more depth and experience
- Make independent decisions on refunds, goodwill cases and critical payment topics via Stripe
- Report regularly to the managing director and head of sales
What we're looking for
- Experience in customer success in a SaaS environment
- Ability to lead a team and take responsibility
- Fast, confident decision-making and standing by decisions
- Technical understanding of tools like Stripe, Intercom, Slack and Claude and quick grasp of new systems
- Good sense for when to be accommodating and when not
- Structured way of working but flexible enough for startup everyday life
- Strong communication across departments
- Hands-on mentality across departments and enthusiasm for startup execution
- Experience building structures and processes, not just executing existing ones
Your team
Support & Success
Team lead function for support and success, building structures, processes and the team
Benefits
- Fast-growing HR-tech startup with a huge vision where you can shape and build an area
- Flat hierarchies, high responsibility and real participation
- Strongly growing area with a central role
- Direct, close collaboration with management
- Remote-first setup
- Above-average salary
- Performance-based bonus
- Modern Apple equipment
Apply
About ProviPanda GmbH
The largest sales job platform in the DACH region
Sales job platform connecting over 45,000 verified sales professionals with more than 1,000 companies
Mission
Connect verified sales professionals with companies
Key facts
- Over 45,000 verified sales professionals
- More than 1,000 companies
- Over 200 active customers
Partners & customers
Deutsche BankEngel & Völkers
What they value
- Flat hierarchies and real participation