Customer Success Manager (m/f/d)

A business runs with SO'USE, the terminal works, guests order themselves. And then? That's exactly where you come in – you'd also suggest integrating delivery services and your own webshop. You ensure that our existing customers utilize the full potential of our platform and turn satisfied customers into businesses that grow with us.

SO'USE is a platform for digital ordering and payment in gastronomy. Guests scan a QR code or tap at the self-order terminal, order themselves, and pay directly – the order goes straight to the cash register and kitchen display without detours. This is complemented by a webshop, tablet ordering, and integration with delivery services like Lieferando, Wolt, and Uber Eats. Over 1,500 businesses use it daily: from food trucks and bakery chains to HANS IM GLÜCK.

What you do with us

• You actively look after our existing customers, primarily via phone and MS Teams calls, and initiate contact before problems arise.

• Your goal: Customers utilize SO'USE's full product portfolio, from the self-order terminal, webshop, and tablet ordering to delivery service integration.

• You identify upsell potentials within the existing customer base and bring them up in conversations, tailored to the specific business.

• Through training or additional products, you work towards ensuring that as many orders as possible are processed via online payment and demonstrate to businesses the added value this brings them.

• You understand how a local business truly operates and adapt recommendations and solutions to its processes.

• You take criticism and complaints seriously, remain calm, listen, and turn difficult situations around, even those that might lead to cancellation. For technical questions, you collaborate closely with support and development.

• The area is under development. You proactively identify tasks, help develop processes and procedures, and pass customer feedback to the product team.

• You use AI tools to make customer communication, analyses, and your workflows more efficient.

What you bring

• Strong communication skills, especially on the phone and in MS Teams calls. You enjoy talking on the phone a lot, even with people who don't have much time.

• Emotional intelligence and empathy. You can handle criticism, calm customers down, and steer conversations in a constructive direction.

• Proactivity and initiative. You enjoy working independently and tackle tasks before they are assigned.

• Gastronomy experience! You have worked in service, kitchen, or operations management and know what it feels like to have a busy restaurant. This helps you understand on-site processes.

• Sales skills and enjoyment in developing existing customers further.

• No fear of AI. You are open to new tools and use them as a matter of course.

• Quick learner. New products and processes are the exciting part for you.

Advantageous, but not a must:

• Experience in Customer Success, Account Management, or Sales, ideally in a Gastrotech company

• Experience with gastronomy POS systems

What we offer

• Compensation: Total compensation of 45,000 to 60,000 Euros per year, depending on experience and target achievement. It consists of a fixed salary and a variable bonus.

• Scope for influence: You will shape an area that is rapidly developing and can contribute your ideas directly.

• Perspective: Those who know our customers and products well have a good chance of developing the area into a team leadership role in the future.

• Workplace: Preferably in the center of Leipzig, but also possible remotely. We enjoy being together in the office, but if you work from elsewhere, that works too.

• Work culture: Flexible working hours, flat hierarchies, and a relaxed team atmosphere.

• Development: Regular feedback and workshops instead of annual reviews.

Sounds like you?

Then write to us. A short cover letter and your CV are all we need. Feel free to tell us which establishment you come from.

Questions beforehand? Just get in touch directly, even without a complete application.

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