Customer Success Manager (m/f/d) - 100% Remote

About ProviPanda

ProviPanda is a growing HR-Tech startup and now the largest sales job app in the DACH region. With a team of 15 employees, the company is working to revolutionize and rethink the sales HR market.

As a Senior Customer Success Manager, you are the central point of contact for everything concerning our over 200 active customers in their day-to-day business, outside of sales.

Your Responsibilities

Hands-on in Customer Day-to-Day

• You conduct onboardings and check-ins yourself and lead by example

• You resolve customer issues in a solution-oriented manner and take responsibility until the end

• You are the first point of contact for all customer topics within the company (except sales)

• You assume final customer responsibility when support or account management cannot proceed further

• You handle escalations and enterprise customers where more depth and experience is required

• You make independent decisions regarding refunds, goodwill cases, and critical payment issues (Stripe)

Support & Build Structure

• You are a sparring partner and mentor for our Customer Success Manager and help her quickly become confident in her daily tasks

• You build processes and onboarding materials for new success and support employees

• You continuously optimize our customer relations processes

• You will grow with the team into a Team Lead Customer Success and shape the area long-term

• You are a close sparring partner for our Account Manager on all topics outside of upselling and contract renewal

Customer Experience

• You expand our customer experience for corporate clients

• You maintain and develop Intercom automations and the entire onboarding experience

• You further develop our Help Center for support and success topics

• You are responsible for the newsletter strategy

Control & Reporting

• You track relevant success KPIs (Churn, Retention, Customer Health)

• You report regularly to the Managing Director and the Head of Sales

What you bring

• Experience in Customer Success, ideally in a SaaS environment

• Initial experience in guiding or onboarding colleagues, and a desire to develop this into a leadership role

• You make quick, confident decisions and stand by them

• A good sense of when to be lenient and when not to be

• Technical understanding: You are familiar with tools like Stripe, Intercom, Slack, and Claude and can quickly adapt to new systems

• Structured way of working, but flexible enough for the startup environment

• Strong communication skills across departments

• Hands-on mentality: You are enthusiastic about startups and implementation

• A good sense for upselling opportunities in customer conversations

What we offer you

• A fast-growing HR-Tech startup with a huge vision, where you can significantly shape and build an area

• A clear development path to Team Lead Customer Success as soon as the team grows

• Flat hierarchies, high responsibility, genuine co-creation

• Direct, close collaboration with the management

• Remote-first setup

• Above-average salary plus performance-related bonus

• Modern Apple equipment

Are you excited about a large, clear vision and a startup environment where things move quickly? Do you want to grow significantly yourself and are you ready to go the extra mile? Then you are exactly right with us.

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