Customer Success Manager

Job Overview

This role involves serving as the primary contact for existing customers in daily operations, supporting onboardings and rollouts, conducting remote trainings, handling support requests, building help centers, utilizing AI tools for process optimization, and collaborating with project management and IT to implement customer requirements while identifying improvement opportunities.

Responsibilities

• Serve as the contact person for existing customers in operational daily business
• Conduct and support customer onboardings and rollouts
• Perform trainings (remote via MS Teams) for administrators and users
• Handle and structure support requests (1st and 2nd level)
• Build and maintain the help center as well as information and self-service portals
• Use AI tools to optimize support processes and knowledge management
• Capture, structure, and pre-qualify technical requirements from customers
• Close collaboration with project management and IT for efficient implementation of customer requirements
• Identify recurring issues and derive improvement potentials for product and processes

Qualifications

• First professional experience in customer success, support, IT-related project environment, or comparable
• Completed degree in business, business informatics, computer science, or comparable field
• Basic technical understanding (e.g., APIs, software logic, data flows – no coding necessary)
• Confident handling of digital tools and ideally experience with ticket systems
• Interest and practical experience with AI tools (e.g., for automation, documentation, or analysis)
• Structured, solution-oriented working style and quick comprehension
• Ability to prepare complex topics understandably for customers
• Independent and responsible working
• Friendly, confident demeanor in customer contact and proactive communication