About the role
About the Role
As a Customer Success Manager, you will be the primary contact for retail and e-commerce customers using an AI-powered shopping assistant. You will guide customers through onboarding and ongoing use, helping them get value from the product while sharing customer insights with the product team.
What You'll Do
* Respond to customer questions by email and video call, troubleshooting issues and offering clear guidance.
* Configure customer settings and tailor the AI assistant through the product backend.
* Train customers on effective ways to use the AI assistant.
* Gather and organize customer feedback for the product team.
* Work with sales on product demonstrations, customer assessments, and expansion planning.
* Identify promising accounts and lead larger customer projects and expansion initiatives.
What We're Looking For
* A degree in business informatics, business engineering, business administration, or a comparable field.
* 0 to 2 years of professional experience, ideally in customer support or customer success; SaaS or technology experience is helpful.
* Familiarity with Claude, Google Workspace, Slack, and HubSpot, and an interest in learning Linear and other project management tools.
* A basic understanding of AI tools and prompting, with curiosity about digital products and backend systems.
* Strong customer empathy, patience, proactive problem-solving skills, and the ability to explain complex topics clearly.
* Native-level German and strong written and spoken English; additional languages are welcome.
Location
Hybrid, based in Cologne, North Rhine-Westphalia, Germany. Flexible remote and hybrid options are also available across locations in Cologne and Hamburg.