Customer Success Manager (German language)

Jobgether; Deutschland; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Fully remote work

Paid time off

Medical insurance

Mental health support via Pleso

Learning and development budget

English lessons and training

Career development

Team events

Job summary

Jobgether is seeking a German-speaking Customer Success Manager to join an international VIP service team. You will build relationships with users, deliver personalized support, and enhance the customer experience within the Bronze VIP segment.

You will identify opportunities to upgrade users to higher VIP tiers and contribute to loyalty initiatives in a fast-growing, tech-driven environment. This is a remote role based in Germany.

Qualifications

• Fluency in German, both written and spoken.
• Excellent communication and interpersonal skills for phone and email.
• Strong CRM abilities and ability to build trust through personalized interactions.
• Ability to handle objections and communicate product value.
• Customer-oriented mindset with focus on satisfaction and support.
• Empathy, patience, and emotional resilience in challenging situations.
• Willingness to learn new tools, systems, and processes quickly.
• Good organizational and time-management skills.

Responsibilities

• Provide high-quality, personalized customer support to Bronze VIP users.
• Handle requests from the Retention team to support loyalty initiatives.
• Promote platform activities and experiences to users.
• Conduct interviews with Bronze VIP users to gather feedback and identify improvements.
• Increase satisfaction through proactive communication and tailored assistance.
• Identify opportunities to upgrade Bronze VIP users to higher tiers.
• Manage objections professionally and communicate product value.
• Assist users with verification processes when needed.
• Aim for KPIs and individual performance targets.
• Maintain knowledge of products, services, and features.
• Collaborate with internal teams to ensure consistent service quality.

Skills

German language proficiency

Customer relationship management

Communication skills

Phone and email support

Empathy and resilience

Time management

Persuasion and engagement

Tools

SoftSwiss platform

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager (German language) based in Germany.

We are looking for a German-speaking Customer Success Manager to join an international VIP Service team within a fast-growing technology-driven environment. In this role, you will build strong relationships with customers, deliver personalized support, and enhance the overall customer experience. You will focus on engaging users within the entry-level VIP segment, identifying their needs, and helping them discover relevant products, services, and activities. Through proactive communication and tailored customer interactions, you will contribute to customer satisfaction, retention, and the development of long-term loyalty. You will also play an important role in identifying opportunities to upgrade customers to higher VIP tiers. This is an excellent opportunity for a customer-oriented professional who enjoys relationship building, communication, and working in a dynamic international environment.

Accountabilities:

• Provide high-quality, personalized customer support to users within the Bronze VIP segment, ensuring a positive and engaging experience.
• Handle requests and assignments from the Retention team, contributing to customer engagement and loyalty initiatives.
• Promote platform activities and experiences, including tournaments, lotteries, quests, and other interactive campaigns.
• Conduct interviews and conversations with Bronze VIP users to collect feedback, understand their preferences, and identify opportunities to improve their experience.
• Increase customer satisfaction through proactive communication, tailored assistance, and effective issue resolution.
• Identify opportunities to convert Bronze VIP users into higher-tier VIP customers by highlighting relevant services and benefits.
• Handle customer objections professionally, building trust and communicating product value effectively.
• Assist customers with the verification process whenever necessary.
• Work toward established KPIs and individual performance targets.
• Maintain up-to-date knowledge of existing products, services, tools, and newly introduced features.
• Collaborate with internal teams to ensure smooth customer interactions and consistent service quality.
• Work a stable Monday-to-Friday schedule from 13:00 to 22:00 Kyiv time.

Requirements:

• Fluency in German, both written and spoken, with the ability to communicate confidently and professionally with customers.
• Excellent communication and interpersonal skills, including experience or confidence in handling customer conversations by phone and email.
• Strong customer relationship management abilities and the capacity to build trust through personalized interactions.
• Proven ability to handle customer objections, respond to concerns, and communicate the value of additional products or services.
• A customer-oriented mindset, with a genuine interest in improving customer satisfaction and delivering high-quality support.
• Empathy, patience, and emotional resilience when dealing with challenging customer situations.
• Strong persuasion and engagement skills, with the ability to highlight product benefits and encourage customer participation.
• Willingness and ability to learn new tools, systems, products, and processes quickly.
• Good organizational and time-management skills, with the ability to prioritize tasks and meet deadlines.
• A proactive, adaptable, and goal-oriented approach, with the motivation to achieve individual KPIs.
• Previous experience in the iGaming industry is considered an advantage but is not mandatory.
• Knowledge of English, French, or Italian would be an additional asset.
• Experience working with the SoftSwiss administration platform is a plus.

Benefits:

• Fully remote working arrangements,.
• 20 paid days off per year, in addition to public holidays and paid sick leave.
• Comprehensive medical insurance covering treatment at leading healthcare facilities.
• Coverage for psychological support and counseling through the Pleso platform.
• Monthly flexible benefits allowance that can be used for hobbies, sports, personal interests, and other lifestyle activities.
• Individual learning and development budget to support professional growth and personal interests.
• Access to corporate English lessons, professional workshops, training sessions, and an online learning library.
• Structured career development opportunities, including performance reviews, mentoring programs, and clear career progression plans.
• Regular team-building activities, corporate events, workshops, and social initiatives.
• A collaborative and supportive international team that values openness, initiative, and positive communication.
• Modern technological infrastructure, with opportunities to work with innovative tools and automated processes.
• An autonomous working environment with minimal bureaucracy and opportunities to contribute ideas and improvements.
• A culture that encourages professional development, ambitious goals, teamwork, and continuous learning.

We appreciate your interest and wish you the best!