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.