Customer Success Manager

About the Role

Join a customer success team at an AI-powered retail SaaS company, supporting small and mid-sized retail and e-commerce clients. You will help clients get value from AI-powered customer tools, working alongside an experienced customer success manager as you grow toward owning your own accounts.

What You'll Do

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

• Help clients use AI chat tools effectively and adapt your guidance to their level of technical experience.

• Configure and maintain client settings in product back-end systems.

• Gather and share structured client feedback and product improvement ideas with the Product team.

• Support sales colleagues in assessing product capabilities and scoping potential account expansions.

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

What We're Looking For

• A degree in business, business informatics, industrial engineering, or a related field.

• 0-2 years of experience, ideally in a customer-facing support role; SaaS or technology experience is helpful but not required.

• Familiarity with Google Workspace, Slack, and HubSpot, and an ability to learn tools such as Linear.

• Interest in AI tools and prompting, with an aptitude for digital products and back-end systems.

• Native-level German and strong spoken and written English.

• A customer-focused, patient communicator who is proactive, adaptable, organized, and comfortable working independently after onboarding.

Compensation & Benefits

Visa sponsorship is not available for this role.

Location

Hybrid role based in Cologne, North Rhine-Westphalia, Germany.