Customer Support and Success Manager (m/w/d)

• Onboarding made easy: With webinars and trainings (remote or sometimes on-site), you will optimally prepare our customers for the use of Craftnote.
• Technical support: You'll answer queries about technical issues, find out what's wrong when something doesn't work, and provide fast, understandable solutions.
• Keep an eye on customers: With our Health Score dashboard, you can identify which customers are at risk at an early stage and ensure that they don't quit in the first place with targeted support. In the case of terminations that have already been announced, you will actively engage in discussions to win back customers before the end of the contract.
• Payments under control: You'll keep track of open and failed invoices and proactively reach out to customers with payment issues before they turn into termination.
• Recognizing growth: You identify customers with potential for larger packages or more users and actively accompany them during the upgrade.
• Gain advocates: You turn particularly satisfied customers into ambassadors of Craftnote - through recommendations, references and customer testimonials.
• Relationships that matter: You will build long-term, trusting customer relationships.
• Directly in exchange: At trade fairs, you meet our (potential) customers in person and strengthen the bond through open conversations. An exciting target group: You work closely with craft businesses that are honest, direct and grateful.

• Experience in Customer Success: You have already worked in the field of Customer Success Management or Customer Support.
• Technology inspires you: Your technical understanding and affinity for software solutions and AI will help you in your everyday life.
• Empathy at the highest level: You understand the needs of customers and are communicative and persuasive.
• Proactive and team-oriented: You are good at working independently, and you like to actively participate in team projects.
• Linguistically fit: You have native German language skills and good English skills.

What you can expect from us

• Hybrid working model
• The perfect balance between collaboration and flexibility – we work together in the office three days a week.
• Our office
• You can find us at Heinrich-Heine-Platz 10, 10179 Berlin.