Customer Success Manager

Jobtailor; Köln; Vor Ort; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking a Customer Success Specialist to personally support top customers via calls, chat, and email, conduct onboarding calls, and help new customers achieve success.

You will actively manage the Discord community, relay feedback to Product and Development teams, and write guides and Help Center articles. Fluent German and English is a plus; experience with SaaS, e-commerce, and AI tools is beneficial.

Qualifikationen

• Experience in Customer Success, Account Management, or Support
• Clear, friendly written and verbal communication skills
• Ability to explain complex topics in simple terms
• Structured approach to stay organized with multiple requests
• Self-directed work style and proactive problem solving
• Experience with e-commerce / Amazon FBA / online arbitrage (nice to have)
• Experience moderating communities on Discord/Slack/Facebook Groups (nice to have)
• Experience with Intercom or Zendesk (nice to have)
• Fluency in German and English (nice to have)
• Basic SaaS understanding and AI tools usage

Aufgaben

• Personally support top customers via calls, chat, and email
• Conduct onboarding calls and help new customers achieve success
• Actively manage and moderate the Discord community
• Relay structured customer feedback to the Product and Development teams
• Write guides, tutorials, and Help Center articles
• Handle support tickets quickly, courteously, and with a solution-oriented approach
• Build a customer experience that inspires customers to recommend us

Kenntnisse

Customer Success

Community Management

Communication Skills

Problem-Solving

Onboarding

SaaS Understanding

AI Tools Usage

Tools

Intercom

Zendesk

Discord

Slack

Facebook Groups

Jobbeschreibung

• Personally support top customers via calls, chat, and email
• Conduct onboarding calls and help new customers achieve success
• Actively manage and moderate the Discord community
• Relay structured customer feedback to the Product and Development teams
• Write guides, tutorials, and Help Center articles
• Handle support tickets quickly, courteously, and with a solution-oriented approach
• Build a customer experience that inspires customers to recommend us

Requirements

• Experience in Customer Success, Account Management, or Support
• Clear, friendly written and verbal communication skills
• Ability to explain complex topics in simple terms
• Structured approach to work and ability to stay organized while handling numerous requests in parallel
• Self-directed working style and proactive problem-solving skills
• Experience with e-commerce, Amazon FBA, or online arbitrage (nice to have)
• Experience managing communities on Discord, Slack, or Facebook Groups (nice to have)
• Experience with support tools such as Intercom or Zendesk (nice to have)
• Fluency in German and English (nice to have)
• Basic understanding of SaaS products and data
• Active use of AI tools
• Customer-focused mindset

Core Competencies

Demonstrates expertise in Customer Success and Account Management, with strong communication skills in both German and English. Proficient in managing online communities and utilizing support tools to enhance customer experience and satisfaction.

Highest-signal resume keywords

• Customer Success Experience
• Community Management
• Support Tools Proficiency
• Clear Communication Skills
• Proactive Problem-Solving

ATS Optimization Keywords

Hard Skills

• Customer Success
• Account Management
• Support Ticket Handling
• Onboarding
• SaaS Understanding
• E-Commerce Knowledge
• AI Tools Usage

Soft Skills

• Friendly Communication
• Organizational Skills
• Self-Directed Work Style
• Solution-Oriented Approach

Industry Keywords

• Customer Experience
• Online Arbitrage
• Amazon FBA
• Community Moderation

Tools & Technologies

• Intercom
• Zendesk
• Discord
• Slack
• Facebook Groups