Customer Success Manager

🔥 19 minutes ago

🌏 Anywhere in the World

💵 €45k - €65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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ProviPanda GmbH

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

🎯 Recruiter

👥 HR Tech

☁️ SaaS

Recruitment • HR Tech • SaaS

ProviPanda GmbH is an AI-driven recruitment platform and mobile app based in the DACH region that helps companies find, screen and hire verified sales professionals quickly and cost-effectively. The service combines applicant management, an integrated applicant-CRM, in-app chat and 1‑click video interviews, push notifications and a strict multi-stage screening process to deliver prequalified sales talent. ProviPanda is offered as a subscription (no placement fees) and targets businesses that need to scale sales teams with vetted commission-based or salaried salespeople.

📋 Description

• Take on a team lead role for Support & Success, building structures and processes and, over time, developing the team • Build onboarding frameworks for new Support and Success employees • Serve as the first point of contact and primary owner for all customer-related topics outside of Sales • Take ultimate responsibility for customers when Support or Account Management cannot resolve an issue • Expand and improve the customer experience for business customers • Build and maintain Intercom automations and the complete onboarding experience • Further develop the Help Center for Support and Success topics • Own the newsletter strategy • Act as the central point of contact between Development, Sales, and Product for customer feedback and the voice of the customer • Continuously optimize Customer Relations processes • Support Account Managers with topics beyond upselling and contract renewals • Track relevant Success KPIs such as churn, retention, and customer health • Handle Support and Success matters for enterprise customers • Make independent decisions regarding refunds, goodwill cases, and critical payment issues in Stripe • Report regularly to the Managing Director and Head of Sales

🎯 Requirements

• Experience in Customer Success within a SaaS environment • Ability and willingness to lead a team and take ownership • Make quick, confident decisions and stand by them • Technical aptitude • Experience with tools such as Stripe, Intercom, Slack, and Claude • Ability to quickly learn new systems • Good judgment about when to make exceptions for customers and when not to • Structured approach to work, combined with the flexibility required in a startup environment • Strong cross-functional communication skills • Hands-on mentality • Enthusiasm for startups and turning ideas into action • Experience building structures and processes, rather than only executing existing ones

🏖️ Benefits

• Permanent employment contract • Remote-first setup • Above-market salary • Performance-based bonus • Modern Apple equipment • Flat hierarchies • High level of responsibility and genuine opportunity to shape the company • Direct, close collaboration with the executive team • Opportunity to play a key role in shaping and building a function within a fast-growing HR-tech startup

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