Customer Success Manager (m/f/d)

This role is a perfect fit for you if:

• you get energy from conversations and enjoy interacting
• you are hands-on: whether it's a call, a follow-up, or a spontaneous question
• you want to be part of a fast-growing company
• you have 1-2 years of experience in account management or customer contact
• you have initial experience with CRM systems and digital workflows

This role is not a good fit for you if:

• you wait for detailed instructions before taking a step
• you see customer conversations as a tedious duty
• you are bothered by recurring tasks and optimized processes

What we do

Fired Up offers further education and coaching for people in career orientation – subsidized by educational vouchers and AVGS, free of charge for our participants. We are AZAV-certified and support over 1,300 people annually through our programs. Our small, dedicated team in Berlin is growing and you can be a part of it. The world of work is currently changing significantly due to AI, and we have an impact in creating access for people to the new world of work.

Your Job (specifically, not in buzzwords)

Conducting Intro Calls with Our Clients

Your core task: You will conduct ten to twelve short initial conversations (15 minutes each) daily with people who are currently in a phase of professional change. You will inform them about our offerings, take a little time for them – and then send a brief follow-up email. Sounds simple, but it has a real impact on people in a vulnerable phase.

What you need: Strong communication skills, empathy, active listening, good sense of time, fluent German and English

Matching with Our Programs

You will inform them about the programs we offer and see which one is the best fit.

What you need: Diligence, system understanding (Hubspot), willingness to collaborate

Follow-Up Tasks

You will stay in touch with people, call to see if the program has been applied for.

What you need: Grit, drive, energy

What you bring

Must-haves:

• Friendly, empathetic communication – you make people feel welcome
• 1-2 years of experience in customer service
• Fluent German and English, spoken and written
• Structured way of working – you know what needs to be done next

Nice-to-haves:

• Contact with further education, EdTech, and/or coaching
• Familiarity with CRM systems, ideally Hubspot

Dealbreakers:

• Strategy is your top priority
• Empathy is not your strength
• Speed in work processes deters you

What we offer

Culture:

• No BS: We talk to each other, not about each other
• Impact: Your work changes the lives of people who need a fresh start
• Team Support: Great support from your team members

Structural:

• 28 vacation days
• Structured onboarding during the first three months – you won't be thrown in at the deep end

This is a role for someone who can truly listen, who loves structure, and who wants to make a real impact in a growing Berlin startup.

If this sounds like you: We look forward to hearing from you.

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