Customer Success Manager Accounting & Customer Support (m/f/d)

For 35 years, Linear Software GmbH has been developing software for association management and accounting – for clubs, associations, and schools. We have been supporting many of our clients for over a decade. These long-standing relationships and the trust that has grown from them are the foundation on which we continue to grow. As part of CHAPTERS Group AG, we combine the best of both worlds: the proximity and short decision-making paths of a medium-sized software company with the stability, exchange, and development opportunities of a growing group of software companies.

In addition to our product for smaller associations, we support larger associations and organizations with a customizable software solution that is closely tailored to their requirements. For these demanding clients, we are looking for a Customer Success Manager (m/f/d) who combines accounting expertise, technical affinity, and excellent customer interaction – and who is eager to actively rethink support processes with AI.

You are the central point of contact for our larger existing customers: you manage individual implementation projects from requirements gathering to delivery, strengthen the use of our software in the customers' daily operations, and channel their feedback systematically into our product development. You are not just a support agent, but a relationship builder and growth driver – with the goal that our customers feel excellently supported even ten years from now.

Responsibilities

• Customer Support: You are the central point of contact for our larger associations and organizations – from daily business and accounting inquiries to escalations, which you moderate confidently and solution-oriented.
• Implementation Projects: You gather individual requirements, translate them into clear specifications for our development team, and manage the implementation until delivery and acceptance.
• Onboarding: You systematically onboard new major clients and ensure they fully utilize our software from the start.
• Adoption & Depth of Usage: You identify areas where customers are not fully leveraging potential, actively empower them, and turn satisfied customers into long-term partners.
• Problem Analysis: You analyze and reproduce technical and functional problems – supported by AI tools – and resolve them together with our development team.
• Knowledge & Documentation: You build up the knowledge base and documentation in a way that is understandable for customers and usable for AI-driven workflows.
• Processes & AI: You question existing support processes, automate recurring tasks with AI, and thus reduce ticket volume.
• Voice of the Customer: You collect customer feedback systematically, prioritize it, and integrate it into our product development.

Qualifications

• Commercial Background: Commercial apprenticeship or studies related to accounting/controlling (e.g., Tax Assistant, Certified Accountant, Office Clerk, Business Administration) and solid basic accounting knowledge. We will teach you association accounting.
• Customer Experience: Experience in direct customer contact – for example, in Customer Success, Account Management, customer consulting, or in a tax firm with close client contact.
• Communication Skills: You convey complex accounting and organizational matters clearly and understandably – in writing and in conversation – and remain calm and solution-oriented even in difficult customer situations.
• Organizational Skills: You maintain an overview of multiple parallel customer projects, prioritize effectively, and work in a structured and reliable manner.
• Technical Affinity: You enjoy working with software and digital tools, quickly learn new systems, and use AI tools as a matter of course in your daily work – or want to learn to do so. Programming skills are not required, but you can understand technical contexts and speak with developers on an equal footing.
• Data-Oriented Work: You read ticket trends and usage data, identify patterns, and derive improvements from them.
• Attitude: Genuine customer orientation rather than a pure support mindset – you want to advance customers, not just close tickets.
• Language & Legal: Fluent German in speaking and writing, as well as a valid work permit for Germany.
• Nice-to-have: Experience with association accounting or with associations/organizations as clients.

Benefits

• Flexibility: Well-connected office in Berlin Mitte; Home office can be arranged freely.
• Scope for Design: Short decision-making paths, direct line to development and management, real influence on product and processes.
• Development: Further training and exchange with colleagues from other software companies within the CHAPTERS Group.
• Security: An employer with 35 years of history and a long-term oriented owner.
• Mobility: We cover your Deutschlandticket – for your commute and beyond.
• Sports & Health: Subsidized membership in the Urban Sports Club.
• Employee Offers: Corporate Benefits via CHAPTERS Group AG.

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