Customer Success Manager (m/f/d)

OC fulfillment GmbH; Deutschland; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hackathons

Tech talks

Team events (#nerdherd)

Onboarding program with video bootcAMP

Flexible hours & 30+ vacation days

Lunch subsidy

Germany ticket subsidy & parking

Equipment provided

Well-being programs (Urban Sports, etc

Job summary

OC fulfillment GmbH is seeking a Customer Success professional to help build long-term partnerships and maximize value for our SaaS fulfillment platform. You will own the customer lifecycle, identify needs, and drive adoption while collaborating with Sales, Product, and Support.

The role emphasizes stakeholder communication in German and English, a strong customer-first mindset, and ownership of strategic outcomes for retention and growth.

Qualifications

• Degree in Business Administration or related field.
• Initial experience in Customer Success, Account Management, or Consulting (SaaS preferred).
• Strong German and English communication; ability to simplify complex topics.

Responsibilities

• Own and nurture long-term customer relationships across the lifecycle.
• Identify customer needs and develop tailored success strategies for fulfillmenttools.
• Analyze data to spot optimization opportunities and deliver real value.
• Collaborate with Sales, Product, and Support to incorporate feedback into the platform.
• Focus on KPIs to reduce churn and enable upsell opportunities.
• Lead quarterly business reviews with decision-makers to show value and identify improvements.

Skills

German language proficiency

English language proficiency

Communication skills

Team player

Entrepreneurial thinking

Omnichannel understanding

Education

Business Administration / Business Informatics degree

Job description

For our in-house spin-off startup based in Cologne, we’re looking for you! Be part of building our Software-as-a-Service business model and help us shape the future of e-commerce fulfillment!

As part of our Customer Success team, you will help build long-term partnerships, create real value, and continuously develop our platform together with our customers. In an environment that values collaboration, diversity, and ownership, this role offers the opportunity to make a real impact and help shape our future.

Your Tasks

• You take ownership of building and maintaining long-term, trust-based customer relationships throughout the entire customer lifecycle
• You identify customer needs and goals and develop tailored strategies to ensure their success with fulfillmenttools
• You analyze customer data, identify optimization opportunities, and proactively contribute solutions that deliver real value
• You collaborate cross-functionally with teams from Sales, Product Development, and Customer Support to incorporate customer feedback into the ongoing development of our platform
• Your focus on relevant KPIs helps prevent churn and strategically leverage upselling opportunities
• You independently lead quarterly business reviews with decision-makers, showcasing the value generated for our customers and highlighting areas for improvement

Your Profile

• You hold a degree in Business Administration, Business Informatics, or a comparable field
• You have initial professional experience in Customer Success, Account Management, or Consulting – ideally in a SaaS company
• You are passionate about omnichannel topics and have a strong understanding of technical processes, with the ability to explain complex matters clearly and simply
• Experience in the eCommerce or software industry
• Strong communication skills in German and English – both in direct customer interactions and within internal teams
• You are service-oriented and bring a high level of responsibility
• You demonstrate entrepreneurial thinking, always keeping sustainable customer retention and business development in mind
• You enjoy working in cross-functional teams and see yourself as a true team player who strives to achieve goals together

We Offer

• Everything your (nerd) heart desires. Whether it's hackathons, tech talks, meet-ups, or individual training relevant to your role with us: Together, we will explore which formats and events are most exciting for you!
• A colorful team: celebrate with us at #nerdherd! When we succeed, we succeed together. And that's what we celebrate! Whether it's carnival, a new customer deal or ourselves - fun and partying don't come too short.
• Onboarding that won't let you down! Your mentor will accompany you during the first weeks and our video boot camps will leave no questions unanswered. Are you ready?
• Flexibility is the key. For both of us! We care about you. That's why we offer you over 30 days of vacation, trust-based working hours and flexible working.
• Treat yourself - even without a canteen. Free drinks, muesli bar and fruit keep your engine running! On top we also subsidize your lunch package. Psst: There's often cake, too!
• Mobility is key! We subsidize your Germany ticket and offer you free parking for your car and bike right in front of the door. Job bike leasing is also on offer!
• Tools and software? You have a say! We provide you with a laptop and smartphone. In addition, you will receive a budget at your disposal, which you can use to equip yourself according to your wishes.
• What is your personal priority? We give everything for your personal well-being! We subsidize your Urban Sports membership, your health benefits or even your retirement or daycare fees. You decide!