Customer Success Manager

🔥 1 hour ago

🇩🇪 Germany – Remote

💵 €45k - €60k / 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

• Conduct customer onboarding sessions and check-ins • Resolve customer inquiries with a solutions-oriented approach and take ownership through to completion • Serve as the primary point of contact for all customer-related matters outside of Sales • Take ownership of unresolved Support or Account Management cases • Manage escalations and Enterprise customers • Make decisions regarding refunds, goodwill cases, and critical payment issues in Stripe • Support, guide, and mentor Customer Success Managers • Build processes and onboarding materials for Success and Support team members • Optimize Customer Relations processes • Progressively develop the function as Team Lead Customer Success • Expand the Customer Experience for business customers • Maintain and further develop Intercom automations and the onboarding experience • Develop the Help Center for Support and Success topics • Own the newsletter strategy • Track Success KPIs such as churn, retention, and customer health • Report regularly to the Managing Director and Head of Sales

🎯 Requirements

• Experience in Customer Success, ideally in a SaaS environment • Initial experience guiding or onboarding colleagues • Technical aptitude and experience with Stripe, Intercom, Slack, and Claude • Ability to quickly learn and adapt to new systems • Structured and flexible approach to work • Strong cross-functional communication skills • Hands-on mentality • Ability to identify upselling opportunities during customer conversations • Willingness to make fast, sound decisions • Good judgment when making goodwill decisions

🏖️ Benefits

• Permanent employment contract • 40 hours per week • 24 days of annual leave • Remote-first setup • Above-market salary plus performance-based bonus • Modern Apple equipment • Clear career path to Team Lead Customer Success • Flat hierarchies, high responsibility, and genuine opportunities to shape the company • Direct, close collaboration with the executive team

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