About this role
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ProviPanda is the largest sales job platform in the DACH region. We connect over 45,000 certified salespeople with more than 1,000+ companies. Brands like Deutsche Bank and Engel & Völkers already trust us.
As a Customer Success Manager, you are the central point of contact for everything that affects our over 200+ active customers in their day-to-day business, apart from sales. You make decisions when our support doesn't know what to do, take care of refund requests and payment issues. Tasks Team lead & structure build Team lead function for support & success - you build the structure, processes and, in the long term, the team behind it Build onboarding structures for new support and success employees First contact person and main person responsible for all customer issues in the company (except sales) Assumption of customer responsibility in the last instance if support or account management are not making progress Customer experience Expansion of the customer experience for our corporate customers Building and maintaining intercom automation and the entire Onboarding experience Further development of our Help Center for support and success topics Responsibility for newsletter strategy Customer Success No.
1 contact person between Dev, Sales and Product for everything that concerns customer voice and feedback Ongoing process optimization in the area of customer relations Close sparring partner for our account manager on all topics apart from upselling and contract extension Tracking of relevant success KPIs (churn, retention, customer health) Taking over support/success topics for enterprise customers where more depth and experience is required Independent decisions on refunds, goodwill cases and critical payment issues (Stripe) Regular reporting to the Managing Director & Head of Sales Qualification Experience in customer success in a SaaS environment You can lead a team and enjoy taking responsibility You make quick, confident decisions and stand by them Technical understanding - You are familiar with tools like Stripe, Intercom, Slack, Claude and can quickly find your way around new systems A good feeling for when to be accommodating and when not to be structured Way of working, but flexible enough for everyday startup life Strong communication skills across departments Hands-on mentality Cross-departmental - you're up for startup and implementation Structured way of working, but flexible enough for everyday startup life Experience in setting up structures and processes, not just in executing existing
Benefits
A fast-growing HR tech startup with a huge vision where you can still play a key role in shaping and building up an area Flat hierarchies, high responsibility, real participation in shaping a rapidly growing area in which you play a central role You play Direct, close cooperation with the management Remote-first setup Above-average salary Performance-related bonus Modern Apple equipment If you're interested in a big and clear vision, a startup environment where things move quickly, you want to grow strongly and advance and are also ready to really put your foot down, then you've come to the right place. Find Jobs in Germany on Arbeitnow
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