Operations Manager Customer Success (m/w/d) - Berlin | German speaking

Your Influence

To sustain our strong growth and scale up our Customer Success Team, we are looking for an analytical and process-oriented personality with high ownership. As Operations Manager - Customer Success (m/w/d), you will connect data, processes, and technology with a deep understanding of the operational daily business and ensure that customer experience and efficiency increase simultaneously. In this role, you are not only the first point of contact for our customers, but also support team leads actively through data-based analyses, process improvements, and structured feedback.

Your Mission

• You will remain close to our customers' needs by working operationally and understanding their requirements directly, leading to sustainable improvements in our processes.
• You will analyze recurring customer inquiries and feedback, derive recommendations, and support the continuous improvement of our processes and customer experience.
• You will define, track, and optimize relevant KPIs, SLAs, and performance data (e.g. ticket volume, churn patterns, agent performance) and translate them into operational improvements.
• You will recognize optimization potential in customer service and support Customer Success Leads actively in IT- and KI-based scaling, automation, and optimization of processes.
• You will be responsible for the results and KPI development of your own areas, develop solutions for complex inquiries, and contribute to long-term customer satisfaction.
• You will steer cross-functional projects to achieve our OKRs (e.g. efficiency improvement, CSAT optimization, scalability).

Your Talent

• You bring 2-5 years of experience in Customer Success or customer service, ideally in a technology-driven or rapidly growing environment.
• You possess a strong affinity for data and work confidently with CRM-, BI-, and analysis tools.
• You think in processes, recognize inefficiencies quickly, and set improvements structurally and sustainably.
• You communicate clearly and persuasively, empathize with customers, and excite them about our product.
• You work structured and solution-oriented and drive scaling, automation, and optimization of processes actively forward.
• You have a high technology- and KI-affinity and use automation strategically as a scaling lever.
• You are willing to work operationally to derive improvements directly from first-hand experience.
• You possess German on a native speaker level (C2) in writing and speaking, as well as good English skills (at least B1).

Our Offer

Wellbeing:

• Urban Sport Club membership for your fitness.
• Family & Friends coupon for the Patronus watch.
• Up to 30 vacation days (after a start with 26 days in the first year and 28 days in the second year).

Learning & Development:

• Annual Learning & Development budget for individual learning and growth.
• Clear structured Career Framework for your professional development.
• 360-degree feedback conversations (2x/year) for your personal and professional development.

Compensation:

• Exclusive corporate benefits with great offers.
• Discounts in restaurants near the office.
• Free choice of hardware (Macbook or Lenovo).

Mobility & Flexibility:

• Modern office in the pulsating Friedrichshain district.
• Job ticket for a stress-free daily commute.
• Up to 2 days per week working remotely.
• Weg vom Fleck. Over My Dienstrad, you can lease a bike at a discounted rate.

Company Culture:

• Regular company and team events foster our sense of community.
• Team spirit instead of elbow mentality – together we achieve more.
• Develop a product that offers genuine added value to society.
• Quarterly Company Brunches, for exchanging and networking.
• A volunteering day per year, where we can do something good together.

Simplify. Secure. Live.

With Patronus.

We are more than just a provider of intelligent alarm watches. We are true visionaries. As a modern healthtech startup from Berlin with strong investors behind us, we are firmly committed to making the daily life of seniors around the world safer and more independent. So that everyone can live their life as they want.

We achieve this with our revolutionary Patronus watch.

At first glance, it may not be recognized as an alarm watch, but it allows users to call for help at any time and anywhere without complications. This ensures the extra portion of security and saves lives in the truest sense of the word. The Patronus watch itself is only the door opener. It gives us the chance to develop numerous other groundbreaking products that improve the lives of older people, their families, and caregivers.

Our vision is to use the enormous possibilities of modern technology to offer our customers the best health care. So we make the healthcare system more effective – and your life more meaningful.

Sounds like the perfect job for you?

We look forward to your application and to getting to know you!

Patronus is an employer that promotes equal opportunities and diversity. We strive to create a friendly, safe, and welcoming environment for all our employees, regardless of ethnic origin, gender, gender identity and expression, sexual orientation, physical appearance, social background, family status, age, or religion (or lack thereof).

We also encourage you to apply even if you do not meet our requirements to 100%. Find more English-speaking jobs in Germany on Arbeitnow