Senior Customer Success Manager

About HeyVera

Our AI assistant Vera handles telephony for property management companies: it records requests, identifies emergencies, and inputs everything directly into the management software. Over 250 property management companies already rely on HeyVera, and we are growing rapidly. Our goal: Customer Success that scales with AI and automation, not with more and more people.

Your Mission

You will ensure that our customers have a successful start with HeyVera, use Vera optimally in the long term, and grow with us. You are a technical point of contact, advisor, and sales personality all in one. In the future, you will take over the leadership of our Customer Success and Support department.

Your Responsibilities

• You will be responsible for the onboarding and support of our customers, from the start to productive, long-term use.

• You will set up interfaces with management software, analyze technical questions yourself, and coordinate solutions with our development team.

• You will identify upsell potentials (integrations, licenses, plans) and conduct the discussions independently, with measurable growth targets.

• You will build automated workflows for onboarding, support, follow-ups, and check-ins using tools like n8n, Make, ChatGPT, or Claude.

• You will define and manage key performance indicators such as churn, time-to-value, product usage, and expansion ARR.

What you bring

• Several years of experience in Customer Success, Account Management, or technical support at a B2B SaaS company

• Proven sales experience, ideally upsell in existing customer business

• Understanding of APIs, software integrations, and digital workflows

• Hands-on experience in automating your own processes with AI tools

• Strong communication skills, even in difficult customer conversations, and excellent German language proficiency

Nice to have

• Experience with n8n, Make, Zapier, LLMs, or AI agents

• Initial leadership experience or the clear desire to manage a department

• Knowledge of the real estate industry or property management software

What awaits you

• An AI product that already makes a tangible difference in the daily lives of property management companies today

• Plenty of creative freedom: You will help build Customer Success and have a say in how we use AI internally

• Clear perspective for leading the Customer Success department

• Direct access to management, sales, and development

• Stock options, company laptop, regular team events, and home office by arrangement

• Competitive fixed salary plus performance-based variable compensation

Your Application

We don't need a cover letter. Your answers to the questions in the application form are much more important to us, especially a concrete example of how you have already solved something yourself with AI or automation.

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