Job
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EmploymentFull-time
Overview
ABOUT THE ROLE
Full job description
ABOUT THE ROLE As a Customer Success Manager, you will be the primary contact for retail and e-commerce customers using an AI-powered shopping assistant. You will guide customers through onboarding and ongoing use, helping them get value from the product while sharing customer insights with the product team. WHAT YOU'LL DO
- Respond to customer questions by email and video call, troubleshooting issues and offering clear guidance.
- Configure customer settings and tailor the AI assistant through the product backend.
- Train customers on effective ways to use the AI assistant.
- Gather and organize customer feedback for the product team.
- Work with sales on product demonstrations, customer assessments, and expansion planning.
- Identify promising accounts and lead larger customer projects and expansion initiatives. WHAT WE'RE LOOKING FOR
- A degree in business informatics, business engineering, business administration, or a comparable field.
- 0 to 2 years of professional experience, ideally in customer support or customer success; SaaS or technology experience is helpful.
- Familiarity with Claude, Google Workspace, Slack, and HubSpot, and an interest in learning Linear and other project management tools.
- A basic understanding of AI tools and prompting, with curiosity about digital products and backend systems.
- Strong customer empathy, patience, proactive problem-solving skills, and the ability to explain complex topics clearly.
- Native-level German and strong written and spoken English; additional languages are welcome. LOCATION Hybrid, based in Cologne, North Rhine-Westphalia, Germany. Flexible remote and hybrid options are also available across locations in Cologne and Hamburg.
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