Customer Success Manager

Clera Labs, Inc.; Köln; Hybrid; EUR 42,000 - 54,000; Full time

Job summary

Clera Labs, Inc. is seeking a customer success professional to support small and mid-sized retail and e-commerce clients in Germany. You will help customers extract value from AI-powered shopping tools, while growing into ownership of larger portfolios and key relationships.

Responsibilities include responding to client inquiries, guiding platform usage, and tailoring guidance to varied technical levels. You will collect feedback for product improvements and assist Sales with reviews and upsell

Qualifications

• Completed bachelor’s or master’s degree in business, business informatics, industrial engineering, or related field.
• 0–2 years of professional client-facing support experience; SaaS or tech experience is a plus.
• Proficient in Google Workspace, Slack, and HubSpot; capable of learning project management tools like Linear.

Responsibilities

• Respond to client questions by email and in meetings with a friendly, solutions-focused approach.
• Help clients use the platform and configure their settings in the product backend.
• Adapt guidance to clients with different levels of technical expertise.
• Share structured customer feedback and product improvement ideas with the Product team.
• Support Sales Managers with product capability reviews and scoping potential upsell proposals.
• Monitor account health, identify expansion opportunities, and gradually take ownership of larger projects and client relationships.

Skills

Customer support

SaaS experience

Google Workspace

HubSpot

English proficiency

Education

Bachelor's or Master's degree

Tools

Linear

HubSpot

Slack

Job description

About the Role

Join a customer success team at an AI-powered retail technology company, supporting small and mid-sized retail and e-commerce clients. You will help customers get value from AI-powered shopping tools, while growing into ownership of a larger portfolio and key relationships.

What You'll Do

• Respond to client questions by email and in meetings with a friendly, solutions-focused approach.

• Help clients use the platform effectively and configure and maintain their settings in the product backend.

• Adapt guidance to clients with different levels of technical expertise.

• Share structured customer feedback and product improvement ideas with the Product team.

• Support Sales Managers with product capability reviews and scoping potential upsell proposals.

• Monitor account health, identify expansion opportunities, and gradually take ownership of larger projects and client relationships.

What We're Looking For

• A completed bachelor's or master's degree in business, business informatics, industrial engineering, or a related field.

• Professional experience in a client-facing support role; 0 to 2 years of experience is suitable. SaaS or technology experience is a plus.

• Experience using Google Workspace, Slack, and HubSpot, with the ability to learn project management tools such as Linear.

• Experience with AI tools such as Claude and Gemini, including prompting, and an interest in digital products and backend systems.

• Native-level German and strong written and spoken English. Additional languages are a plus.

• A customer-focused, patient, adaptable approach, with clear communication and the ability to work in a structured, self-directed way.

Compensation & Benefits

Visa sponsorship is not available.

Location

Hybrid in Cologne, North Rhine-Westphalia, Germany. Remote work within Germany is also possible.