Customer Success Manager

About the Role

Join a customer success team at an AI-powered retail technology company, supporting small and mid-sized retail and e-commerce clients. You will help customers get value from AI-powered shopping tools, while growing into ownership of a larger portfolio and key relationships.

What You'll Do

• Respond to client questions by email and in meetings with a friendly, solutions-focused approach.

• Help clients use the platform effectively and configure and maintain their settings in the product backend.

• Adapt guidance to clients with different levels of technical expertise.

• Share structured customer feedback and product improvement ideas with the Product team.

• Support Sales Managers with product capability reviews and scoping potential upsell proposals.

• Monitor account health, identify expansion opportunities, and gradually take ownership of larger projects and client relationships.

What We're Looking For

• A completed bachelor's or master's degree in business, business informatics, industrial engineering, or a related field.

• Professional experience in a client-facing support role; 0 to 2 years of experience is suitable. SaaS or technology experience is a plus.

• Experience using Google Workspace, Slack, and HubSpot, with the ability to learn project management tools such as Linear.

• Experience with AI tools such as Claude and Gemini, including prompting, and an interest in digital products and backend systems.

• Native-level German and strong written and spoken English. Additional languages are a plus.

• A customer-focused, patient, adaptable approach, with clear communication and the ability to work in a structured, self-directed way.

Compensation & Benefits

Visa sponsorship is not available.

Location

Hybrid in Cologne, North Rhine-Westphalia, Germany. Remote work within Germany is also possible.