Customer Success & Onboarding (m/f/d) – Part-time, 20 hours/week

Build a scalable customer success area

Novo AI is a technology company from Hanover. With our WatchMen platform and AI sensor technology, we help manufacturing companies to make machine conditions, downtimes, and production KPIs transparent and to better understand their production.

So that our customers can start quickly and use our solutions safely in everyday life, we are building our onboarding and customer success from scratch. For this, we are looking for you part-time with initially 20 hours per week. You will personally support our existing customers and at the same time develop reusable content and intelligent processes. You can drive improvements yourself and work with colleagues who will support you in their implementation. Our goal: to support more customers well and reduce manual effort per customer.

Your responsibilities

• Build Customer Success: You will get to know the assigned customers, their contact persons, goals, and open concerns. Together with our team, you will develop a clear path from the first introductory meeting to the regular use of WatchMen.

• Design onboarding workflows: You will define comprehensible steps, responsibilities, and milestones – such as welcome, kick-off, platform introduction, first application, and follow-up appointments. You will also actively engage existing customers who have had little support so far.

• Develop onboarding videos and help resources: You will plan and create short, understandable videos about the platform as well as step-by-step guides, checklists, and answers to frequently asked questions – independently or together with colleagues. You will build an easily findable knowledge base with which customers can clarify typical questions themselves.

• Design scalable processes and automation: You will identify recurring work and develop meaningful solutions, for example for appointment booking, onboarding reminders, task handovers, and follow-ups. You will use suitable digital tools and implement what you can implement yourself. You will handle programming, interfaces, and more complex technical implementations together with our technical colleagues; you do not need to be able to program yourself.

• Think from the customer’s perspective: You will understand what customers need when starting, where uncertainty arises, and what information really helps them at what time. You will design the onboarding to be understandable, in suitable steps, and without information overload. You will combine empathy and an understanding of learning, motivation, and trust with concrete help for everyday work.

• Maintain personal customer contact: You will conduct team meetings and phone calls, explain functions clearly, and guide customers through their next steps. You will identify which questions require a personal answer and which can be more easily resolved through good content or processes.

• Follow up on issues until resolution: You will record inquiries and problems, prioritize them with the team, and coordinate technical topics with development and engineering. You will keep customers informed about the status and check whether the solution is helpful.

• Maintain customer information in a structured way: You will document contacts, agreements, onboarding progress, and open tasks in the CRM or our central customer overview. You will ensure that information and handovers are also understandable for others in the team.

• Make improvements comprehensible: You will observe with us where customers get stuck during onboarding, which questions recur frequently, and how much support time is needed. You will improve content and processes based on customer feedback, platform usage, and time expenditure – with the goal of supporting more customers with reliable quality of care.

What you bring to the table

• Perfect, fluent German in spoken and written form is the most important prerequisite. You will conduct phone calls and team meetings confidently in German, understand inquiries precisely, and explain even complex contexts clearly.

• You have good English skills, at least at B2 level; C1 is desirable. This will allow you to coordinate with English-speaking colleagues and confidently use English tools and documents.

• You communicate in a friendly, reliable, and attentive manner, listen carefully, and remain objective and solution-oriented even with dissatisfied customers.

• You work independently and in a structured manner: You keep track of appointments and open tasks, keep promises, and ask targeted questions when you lack information.

• You enjoy building new processes and familiarizing yourself with digital products. You are confident using video conferencing, email, and digital work tools.

• You have three to five years of relevant professional experience in customer support, customer success, or customer onboarding. You have already independently supported customers, conducted consultations, and reliably resolved issues. This experience is a central prerequisite for the role.

• You know how to make onboarding and customer success scalable: through sensible standards, reusable content, suitable digital tools, and targeted automation. You can translate customer needs and typical hurdles into a clear process and explain which steps you will implement yourself and where you need support.

• Programming skills are not a prerequisite. Crucial are your understanding of customer processes, your ability to conceptualize good solutions, and your collaboration with colleagues who support the technical implementation.

• You can explain software operation in an understandable way and develop useful training content from it. Experience with screen recordings, short explainer videos, or a knowledge base is an advantage.

• Particularly advantageous are experiences with B2B customers, production, manufacturing, industry, or technical software. This will make it easier for you to understand our customers' topics. Industry knowledge is a plus; a specific degree is not a prerequisite.

Work location, working hours, and customer visits

You will start with 20 hours per week. We will agree on the distribution together so that our German-speaking customers have a reliable contact person at agreed times. For remote work from another time zone, these contact times should also be possible.

You can work remotely worldwide. Collaboration at our location in Hanover is welcome and preferred if it suits you. Proximity to Hanover is an advantage, but not a prerequisite. Occasional in-person meetings at our location – for example, once or twice a month – are possible by arrangement and are voluntary.

If you would also like to get to know your customers in person, you can visit them on-site after coordination, for example, once or twice a month or less frequently. Customer visits are completely optional; there is no mandatory travel quota. For agreed-upon visits, we will provide a company car. Alternatively, you can use public transport or, by agreement, your own vehicle.

What awaits you with us

• A part-time role with scope for initiative: You will build a scalable customer success area, combining personal customer support with reusable onboarding and automation.

• Support from our colleagues: You can implement ideas independently and collaborate with the team for technical questions, programming, content, or integrations. You will be gradually introduced to WatchMen, our solutions, and customer applications.

• Personal contact with people from manufacturing companies and a task where clear communication and reliable follow-up make a concrete difference.

• A gross salary of 18,000 to 24,000 Euros per year for 20 hours per week, depending on experience and profile.

Your start

At the beginning, you will get to know WatchMen, the team, and your customers, and gather the most important open topics. Together, we will prioritize the most common hurdles from the customer's perspective. From this, you will develop an initial onboarding process and a few particularly helpful videos or guides. You will plan a suitable initial automation and implement it independently or with our technical colleagues. You will test these building blocks with selected customers, gather feedback, and gradually expand them. Personal team meetings and phone calls will remain part of the support. We will align priorities and scope with your 20-hour week.

Would you like to help build Customer Success at Novo AI? Then we look forward to receiving your resume and a few sentences about your previous customer support experience. Feel free to tell us about an onboarding process or an improvement you contributed to, and state your possible start date and your desired distribution of your 20 working hours.

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