Customer Success Manager – claim.me (f/m/x)

Seven Senders GmbH; Berlin; Ibrido; EUR 50.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid Work Model

Office at Alexanderplatz

Company lunches

Language courses (German & English)

Climate-neutral initiatives

Team events and celebrations

Descrizione del lavoro

claim.me, the flagship brand of Seven Senders, is hiring a Customer Success Manager in Berlin. You will onboard new customers, become the trusted point of contact for a portfolio of online shops, and drive value through KPI reviews and feature adoption.

You will help keep churn at zero and translate customer feedback into product improvements. Join a dynamic, hybrid team with flexible remote work and a strong emphasis on customer outcomes, data-driven decision making, and scalable processes

Competenze

• 2+ years in customer success, account management, or customer service in a B2B SaaS, e-commerce or logistics environment.
• Fluent English (C1+) and German (C2) language skills.
• Ability to build lasting customer relationships and own outcomes.
• Comfort with KPI analysis and data-driven recommendations.
• Ability to manage multiple customers and onboarding cycles simultaneously.

Mansioni

• Onboard new customers and drive successful roll-outs.
• Own the customer relationship for a portfolio of clients.
• Drive value and adoption by reviewing KPIs and advising on features and optimizations.
• Detect churn risks early and proactively resolve issues to maintain value.
• Collect customer feedback and work with product to shape future claims features.

Conoscenze

Customer success

Account management

B2B SaaS

German language

English language

Analytics

Strumenti

Looker

Descrizione del lavoro

• Full-time
• Division: Customer Experience

At claim.me, we offer the leading one-stop solution for online retailers to claim lost and damaged parcels at carriers with just a few clicks.

As we are growing our customer base, we are looking for a Customer Success Manager to ensure customer happiness and bring parcel claiming for online shops into the 21st century - ownership, growth potential, and an attractive package guaranteed!

We offer the best of both worlds: an up-and-running product trusted by some of the biggest online shops like ESN, Thomann, or Snocks, and the energy of a dynamic, ambitious venture - the new flagship brand of Seven Senders.

The essence of your role

Our customers stay with us because claim.me delivers real money back to their business. Since our launch, we have had zero churn and as our customer base grows, you will make sure it stays that way.

• Onboard new customers: After we have sold claim.me to a new customer, you’ll be the key driver of a successful roll-out
• Own the customer relationship: Be the trusted point of contact for your portfolio of customers, from customer service leads to e-commerce and logistics managers
• Drive value and adoption: Run regular KPI reviews, analyze claim volumes and refund rates and advise customers on how to get the most out of claim.me and our constantly evolving features, including our AI claim agent AiME
• Keep churn at zero: Spot risks early, resolve issues proactively and make sure every customer sees the value of claim.me
• Be the voice of the customer: Collect and structure customer feedback and work closely with our product team to shape the future of claim.me

This is what you need to succeed:

• Experience: At least 2 years in customer success, account management, or customer service, ideally in a B2B SaaS, e-commerce, or logistics environment
• Language: Fluent(C1+) English andC2 German language skills
• Ownership: You build lasting relationships with customers and feel responsible for their success
• Analytical skills: You are comfortable working with numbers, interpret KPIs confidently, and turn data into clear recommendations; experience with business analytics tools (e.g. Looker) is a plus
• Structure: You can manage several customers and onboardings in parallel without losing sight of the details
• Communication: You explain processes clearly, handle difficult conversations calmly and enjoy training others

What we offer:

• Flexible & Hybrid Work: Our office is at Alexanderplatz; we have a hybrid working model with flexible remote-office set-up and working hours. And if you wish, you can work from almost anywhere for up to 2 months per year.
• Benefits: We offer company lunches twice per month, a corporate benefits platform, and German & English language courses.
• Mission Zero: Climate-neutral and long-term impact. With our green initiatives, we are reaching climate neutrality for ourselves, and hopefully, we're inspiring the entire logistics sector to join us to create a sustainable future.
• Vibrant Culture & Community: We embody collaboration, open doors, and a no-fuss results focus, and we are successful with our data-driven and efficient working approach. We like to celebrate and come together, and we strive for a workplace buzzing with energy and camaraderie, highlighted by regular team events, and company-wide celebrations.
• Inclusive Environment: We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender identity, age, or disability.