Senior Customer Success Manager (50-100%) Remote / Freelance

Imnoo is a high-tech AI software company with a clear mission:
We automate and revolutionize calculation and quotation processes in the manufacturing industry.

With pioneering spirit, state-of-the-art AI technology, and deep industry understanding, we support CNC manufacturers in the MEM industry in fully exploiting the opportunities of Industry 4.0.

Our goal is to radically simplify complex processes, increase efficiency, and actively shape the digital future of the manufacturing industry.

Become part of our team, contribute your talent and energy, and help us shape the next generation of industrial software.

Mission

We are looking for a Senior Customer Success Manager with a passion for digitalization, the manufacturing industry, and modern SaaS solutions. You enjoy direct customer contact, think process-oriented, act proactively, and want to support our customers in achieving maximum added value with Imnoo.

Your Tasks

• Active and continuous support of our existing customers throughout the entire customer lifecycle

• Development and ongoing improvement of the Customer Success function for new and existing products

• Implementation and continuous improvement of digital onboarding and enablement processes

• Proactive identification of upselling and cross-selling potentials with existing customers

• Close collaboration with Sales, Marketing, and Product Management to improve the customer experience

• Analysis of customer behavior and systematic recording of customer needs

• Testing, verification, and structured introduction of new functionalities to the customer

• Building processes, templates, and tools for scaling and professionalizing Customer Success

• Technical guidance and coordination of the internal service department in the area of Customer Engagement

Our Offer

• Active co-creation and responsibility in building and scaling Customer Success at Imnoo

• Flat hierarchies, short decision-making processes, and a young, dynamic team

• Responsibility from day 1 – with a lot of freedom to make decisions and scope for action

• Varied tasks with high customer and product proximity

• Great freedom for your own ideas, initiative, and continuous improvements

• Flexible working hours, full remote

• Experience in the manufacturing industry or in the SaaS environment - must have!

• Experience in Customer Success, Customer Support, or Onboarding - must have!

• Very good German and English language skills, written and spoken - must have!

• Strong communication skills and enjoyment of active, solution-oriented customer support

• You work in a structured, self-responsible manner and maintain an overview even in a dynamic environment

• Hands-on mentality and willingness to take responsibility for tasks and customers

• Experience in the development and implementation of Customer Onboarding and Enablement processes is an advantage

• You feel comfortable in a scale-up culture, go the extra mile, and actively drive topics forward

• You enjoy making customers successful and achieving measurable results in Customer Success

• Interest in manufacturing industry, SaaS, Artificial Intelligence, or digital processes

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