Junior Customer Success Specialist

SIDES; Berlin; Remote; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Company laptop

Flexible working hours

Free parking

Remote work

Vouchers and discounts

Employee discounts

Free beverages

Home Office

Sports membership

Job summary

SIDES in Berlin is seeking a Junior Customer Success Manager to keep single-store restaurants live, transact, and grow on SIDES. You will manage a large book of accounts, mostly through campaigns and signals, and step in personally when necessary.

This entry point into Customer Success is designed for SaaS newcomers, with clear processes and growth into owning a book of your own. You will follow up on new accounts through onboarding and drive adoption across modules.

Qualifications

• First experience in a customer-facing role.
• Comfortable with CRM and numbers.
• Fluent German (DACH) or Dutch (BENELUX) with good English.
• Experience in restaurants, delivery or retail.
• Experience with a SaaS product or payment product.

Responsibilities

• Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 days.
• Work the silent-store list every week: accounts that are online in the CRM but show no transactions.
• Help customers adopt the modules they already pay for.
• Contact every customer in the book whose termination arrives, within two working days, and document the reason.
• Run the first save conversation using the save playbook and hand complex cases to a senior colleague.
• Clear the termination date in the CRM when a save succeeds.
• Run evergreen upsell campaigns on the book together with Marketing, and follow up on responses.
• Qualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgrades.

Skills

CRM proficient

Numerical skills

Fluent German

English proficiency

SaaS experience

Customer-facing

Retail/Hospitality

Tools

Zoho Desk

Job description

• The Junior Customer Success Manager keeps single-store restaurants live, transacting and growing on SIDES. The role works a large book of scaled accounts, mostly through campaigns and signals rather than scheduled calls, and steps in personally when something moves: a store goes silent, a termination arrives, a customer becomes eligible for an upgrade
• It is the entry point into Customer Success. The role is built so that someone new to SaaS can learn the craft on clear processes, and grow into owning a book of their own!
• Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 days
• Work the silent-store list every week: accounts that are online in the CRM but show no transactions
• Help customers adopt the modules they already pay for
• Contact every customer in the book whose termination arrives, within two working days, and document the reason
• Run the first save conversation using the save playbook (pause, downgrade, fee removal, technical fix, discount last) and hand complex cases to a senior colleague
• Clear the termination date in the CRM when a save succeeds
• Run the evergreen upsell campaigns on the book together with Marketing, and follow up on responses
• Qualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgrades
• Use tier and rate changes as the entry point for an upsell conversation
• Answer customer success enquiries on the book in Zoho Desk and the CRM, and route pure support issues to Support without taking them over
• Keep every interaction documented in the CRM
• Flag recurring product issues to the Team Lead with ticket references

Benefits

• Company laptop
• Flexible working hours
• Free parking
• Remote work
• Vouchers and discounts
• Employee discounts
• Free beverages
• Home Office
• Sports membership

Organised enough to work a large book through lists and signalsFirst experience in a customer-facing role: customer success, account management, inside sales, support or hospitalityComfortable with a CRM and with numbersClear, friendly and persistent on the phoneFluent German (DACH book) or Dutch (BENELUX book), good EnglishExperience in restaurants, delivery or retailFirst experience with a SaaS product or payment product