Junior Customer Success Specialist (m/f/x)

• 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 Retention:
• 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 Expansion:
• 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 Day to day:
• 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 Your profile Required:

• First experience in a customer-facing role: customer success, account management, inside sales, support or hospitality
• Clear, friendly and persistent on the phone
• Organised enough to work a large book through lists and signals
• Comfortable with a CRM and with numbers
• Fluent German (DACH book) or Dutch (BENELUX book), good English Desirable:
• Experience in restaurants, delivery or retail
• First experience with a SaaS product or payment product We offer Perks & Benefits Our Benefits:

A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market. Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You’ll work independently while being supported by a strong and collaborative team. High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work. Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development. A positive workplace culture: Enjoy a welcoming atmosphere, a trusting team culture, and our well-connected office in the heart of Berlin (Südkreuz). Workplace Environment Perks:

• Central office location in Berlin
• Regular office and team events
• Snacks and drinks in the office
• SIDES Library
• Dog-friendly workplace
• Onboarding lunch to help you settle in and connect with the team Your Benefits:
• €50 monthly benefit allowance - your choice:
• JobRad
• Deutschlandticket
• Company pension scheme (bAV)
• Wellhub
• Urban Sports Club: Discounted membership with access to fitness, classes, and wellness activities.
• Instahelp: Professional mental health support, available whenever you need it.
• INCENT & Corporate Benefits: Attractive employee discounts and exclusive partner offers.
• Hybrid work: A mix of office and home office, depending on your role and team.
• Flexible working hours: Working hours that fit your daily life and offer real flexibility.
• December 24th & 31st off: Fully off without deducting vacation days.
• Company events: Our annual highlights - the SIDES Summer Party and our Christmas Get-together.