Customer Success Manager (m/f/x)

Gokarla; Berlin; Hybrid; EUR 55.000 - 80.000; Vollzeit

Benefits dieser Stelle

Career growth

Direct founder exposure

Flexible work

Hybrid Berlin office

Team offsites

Wellpass discount

Zusammenfassung

Karla in Berlin is seeking a Customer Success Manager to own a book of business and drive the end-to-end customer lifecycle from onboarding to renewal. You’ll work in a small, fast-paced team with high velocity and proactivity, shaping product adoption and retention.

You have a few years of SaaS/CSM or related experience, are fluent in German and English, and enjoy turning data and feedback into actionable improvements. AI-driven mindset and collaboration across teams are key.

Qualifikationen

• Several years of experience in SaaS customer success or related fields.
• Experience in e-commerce marketing or agency work is a plus.
• Fluent in German and English; strong communication skills.
• Analytical mindset with data-driven approach.
• AI-first mindset and willingness to learn.

Aufgaben

• Onboard customers and conduct regular check-ins to ensure adoption.
• Manage the full customer lifecycle from onboarding to renewal.
• Collect and structure feedback for the product team.
• Develop strategies to expand accounts and reduce churn.
• Identify upsell opportunities and demo Karla modules.
• Help automate onboarding and CS processes for scale.

Kenntnisse

German

English

Analytical

Proactive

Growth mindset

AI tools

SaaS CS

E-commerce

Tools

Klaviyo

Shopify

Shopware

Figma

Jobbeschreibung

About Us

At Karla, we transform the post-purchase experience into a brand’s #1 retention channel. With smart delivery transparency, proactive communication, and automated claims handling, we help D2C brands boost customer retention, unlock upsell potential, and reduce support costs.

About the Role

• Start: asap
• Location: Berlin preferred (hybrid working model)
• Full-time

As a customer success manager at Karla you will join a small team of motivated individuals, helping bring Karla and our customers to the next level. As a CSM, you will have full responsibility over your book of business, managing the entire customer lifecycle from Onboarding to Contract Renewal. We work in a highly collaborative environment with high velocity and lots of proactivity.

Responsibilities

• Customer Success Management : manage customer onboarding, conduct check-ins, and help ensure customer satisfaction & product adoption.
• Feedback Management : Collect, structure, and synthesize customer feedback into actionable insights for the product team.
• Customer Retention : Work on strategies to expand accounts, boost Customer Lifetime Value, and actively reduce churn.
• Upselling & value realization : Identify opportunities & pain points, match them with Karla modules, prepare demos, and help drive upsell conversions.
• Automation : Support in automating onboarding and customer success processes to make our workflows more scalable and efficient.
• Product Success & Growth Projects : Take ownership of strategic initiatives that bridge customer success, product, and marketing — designing, testing, and rolling out scalable improvements to drive user adoption and retention. We are a small team and everybody has a voice. Our next product idea could be yours!

About You

• You have a few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works
• Proficiency in German & English is mandatory
• Analytical mindset – you enjoy working with customer data and feedback.
• A proactive, solution-oriented way of working and motivation to learn fast.
• Growth mindset and the motivation to put new ideas into practice.
• AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset
• Interest in AI, SaaS, e-commerce, marketing, and customer experience.

Bonus points for:

• Experience with Klaviyo or other ESPs/CRMs
• Experience with Shopify, Shopware or other shop systems
• Experience with Figma

The Benefits

• A steep learning curve & customer success coaching by your team lead
• Direct collaboration with the founders and across teams
• Ownership and responsibility from day one.
• Flexible working conditions tailored to personal preferences and life circumstances.
• A modern office in Berlin-Mitte with the team.
• Insights into the Berlin startup ecosystem and exposure to top D2C brands
• Discounted wellpass membership
• Very cool team offsites every now & then

Get in touch : gokarla.io

Team Lead: https://www.linkedin.com/in/hannah-geisen-4415b7102/

Founders:

• Frederik : https://www.linkedin.com/in/frederik-schr%C3%B6der-01559330/
• Philippe : https://www.linkedin.com/in/padrock/