Customer Service Manager (m/f/d)

retarus GmbH; Secaucus (NJ); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Vacation and sick days

Flexible/hybrid work

Childcare contribution and birth bonus

Employee referral bonus

Parental leave

Public commute tax program

Team events

Office snacks

Gym in the office

Job summary

Retarus is seeking a Customer Service Manager to lead national and international service teams, ensuring high customer satisfaction and end-to-end service delivery. You will coordinate with technical groups to resolve incidents and act as the main liaison for customers during service lifecycles.

The role requires a commercial or technical degree, 3+ years in IT service management, ITIL familiarity, and strong communication skills. English fluency is essential; additional languages are a plus.

Qualifications

• Commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or related field.
• At least 3 years of professional experience in Service Management, ideally within an IT-driven environment.
• Solid understanding of IT service management principles and processes.
• Experience with ITIL or ISAE 3402 and leading teams or projects.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Act as the primary point of contact for selected national and international Service Management customers.
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience.
• Serve as the central interface between customers, Service Management, and technical teams.
• Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery.
• Monitor KPIs and contractual targets and ensure adherence to defined service standards.
• Prepare service reports and lead service review meetings with customers and internal stakeholders.
• Coordinate internal and external communication throughout the customer lifecycle and during incidents.
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas.

Skills

Customer relationship management

Analytical skills

Communication skills

Team leadership

Education

Bachelor's degree in Computer Science, Business Informatics, Engineering or related field

Tools

ITIL

PRINCE2

Job description

Become Customer Service Manager (m/f/d) at Retarus.

Retarus is a worldwide provider of cloud-based messaging solutions at enterprise scale. We serve over 40% of the companies listed on the S&P Global 100, e.g. Adidas, Bayer, SAP, BNP Paribas, Goldman Sachs, T-Systems, Swarovski & UPS, as well as governmental agencies and major players in markets across the world. Privately owned and founder-managed for over thirty years, Retarus is customer-oriented, stable, a fair employer, and a strategic business partner with a long-term vision. With some 500 employees in 19 offices on four continents, Retarus operates locally and thinks globally: our teams are organized across borders and are highly integrated. This makes Retarus a multicultural, multilingual, and engaging workplace. We are committed to creating a diverse and dynamic environment for our employees, with generous compensation, time off, and a global, collaborative workplace.

What we offer

• Health insurance portfolio, including dental, vision, life, and disability insurance options, as well as a health savings account
• High-standard 401(k) plan (with one of the leading providers)
• Competitive vacation package and paid sick days
• Flexible/Mobile working
• Childcare contribution and birth bonus
• Employee referral bonus
• Paid parental leave options
• Public commute tax program
• Team events
• Free snacks and drinks in the office
• Gym in the office building

What you´ll do

• Act as the primary point of contact for selected national and international Service Management customers
• Ensure high customer satisfaction and deliver an excellent end-to-end customer experience
• Serve as the central interface between customers, Service Management, and technical teams
• Represent customer interests in line with Retarus standards, culture, SLAs, and compliance requirements
• Oversee the full technical customer lifecycle and ensure consistent, high-quality service delivery
• Monitor KPIs and contractual targets and ensure adherence to defined service standards
• Prepare service reports and lead service review meetings with customers and internal stakeholders
• Actively manage customer escalations and act as the key escalation point for critical incidents and issues
• Coordinate internal and external communication throughout the customer lifecycle and during incidents
• Ensure compliance with regulatory and audit frameworks such as SOC 2 and ISAE 3402
• Provide regular reporting to the Director Service & Solutions on performance, escalations, and improvement areas

What youll need

• Successfully completed commercial or technical training or a degree in Computer Science, Business Informatics, Engineering, or a related field
• At least 3 years of professional experience in Service Management, ideally within an IT-driven environment
• Solid understanding of IT service management principles and processes
• Familiarity with project management tools, methodologies, and frameworks such as ITIL or ISAE 3402
• Experience in managing complex customer relationships and service delivery in a regulated environment
• Initial experience in leading teams, projects, or acting as a deputy
• Strong analytical and organizational skills with the ability to manage multiple priorities
• A proactive, solution-oriented mindset and strong communication skills
• Ability to manage escalations and critical situations in a structured and confident manner
• Commitment to continuous learning and professional development
• Certifications in IT service management or project management (e.g., ITIL, PMP, PRINCE2) are a plus
• Fluency in English; additional languages are an advantage

What you can expect

At Retarus, you will work on impactful and dynamic projects, with real opportunities to ma