Customer Success Manager

ABOUT THE ROLE Join a customer success team at an AI-powered retail technology company, supporting small and mid-sized retail and e-commerce clients. You will help customers get value from AI-powered shopping tools, while growing into ownership of a larger portfolio and key relationships. WHAT YOU'LL DO - Respond to client questions by email and in meetings with a friendly, solutions-focused approach. - Help clients use the platform effectively and configure and maintain their settings in the product backend. - Adapt guidance to clients with different levels of technical expertise. - Share structured customer feedback and product improvement ideas with the Product team. - Support Sales Managers with product capability reviews and scoping potential upsell proposals. - Monitor account health, identify expansion opportunities, and gradually take ownership of larger projects and client relationships. WHAT WE'RE LOOKING FOR - A completed bachelor's or master's degree in business, business informatics, industrial engineering, or a related field. - Professional experience in a client-facing support role; 0 to 2 years of experience is suitable. SaaS or technology experience is a plus. - Experience using Google Workspace, Slack, and HubSpot, with the ability to learn project management tools such as Linear. - Experience with AI tools such as Claude and Gemini, including prompting, and an interest in digital products and backend systems. - Native-level German and strong written and spoken English. Additional languages are a plus. - A customer-focused, patient, adaptable approach, with clear communication and the ability to work in a structured, self-directed way. COMPENSATION & BENEFITS Visa sponsorship is not available. LOCATION Hybrid in Cologne, North Rhine-Westphalia, Germany. Remote work within Germany is also possible.