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

ProviPanda is the largest sales job platform in the DACH region. We connect over 45,000 verified sales professionals with more than 1,000 companies. Brands like Deutsche Bank and Engel & Völkers already trust us.

As a Customer Success Manager, you will be the central point of contact for everything concerning our over 200+ active customers in their daily business, outside of sales.

You make decisions when our support can't help any further, you handle refund requests and payment issues, and you build the complete customer experience on the side: automation, newsletters, onboarding.

Tasks

Build Team Lead & Structure

• Team lead function for Support & Success - you build the structure, processes, and long-term team behind it
• Building onboarding structures for new support and success employees
• First point of contact and main responsible person for all customer topics within the company (excluding sales)
• Taking over customer responsibility as a last resort when support or account management cannot proceed

Customer Experience

• Expansion of customer experience for our corporate clients
• Building and maintaining Intercom automations 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 concerning customer voice and feedback
• Ongoing process optimization in the area of Customer Relations
• Close sparring partner for our Account Managers on all topics outside of upselling and contract renewal
• Tracking relevant success KPIs (Churn, Retention, Customer Health)
• Handling support/success topics for enterprise clients where more depth and experience is required
• Independent decisions on refunds, goodwill cases, and critical payment issues (Stripe)
• Regular reporting to the founder & managing director

Qualifications

• 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 get up to speed with new systems
• A good sense for when to be lenient and when not
• Structured way of working, but flexible enough for the startup day-to-day
• Strong communication skills across departments
• Hands-on mentality across departments - You are enthusiastic about startups and implementation
• Structured way of working, but flexible enough for the startup day-to-day
• Experience in building structures and processes, not just executing existing ones

Benefits

• A fast-growing HR-Tech startup with a huge vision where you can significantly shape & build a department
• Flat hierarchies, high responsibility, real co-creation
• Strongly growing area in which you play a central role
• Direct, close collaboration with management
• Remote-first setup
• Above-average salary
• Performance-based bonus
• Modern Apple equipment

If you are enthusiastic about a large and clear vision, a startup environment where things move quickly, growing and advancing yourself, and are also ready to go the extra mile, then you are exactly right with us.

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