Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- Customer Success Manager at a Berlin health startup specializing in digestive health. Responsible for customer support and service process optimization in a hybrid work environment.
Responsibilities
- Be the primary point of contact for our customers via phone, email, chat & social media.
- Develop and optimize standards, processes and guidelines for a scalable, high-quality customer service.
- Implement modern tools & automations (including AI solutions) that increase efficiency and customer satisfaction.
- Analyze customer feedback and derive concrete improvements for product, communication and processes.
- Act as an ambassador for our mission by supporting people with digestive complaints in an empathetic and solution-oriented way.
Requirements
- Native-level German, fluent English
- 3+ years of relevant professional experience in Customer Service / Customer Success, ideally in Health, Healthcare and/or E‑Commerce
- Degree or training in health, nutrition, medicine, psychology or a related field — or solid practical experience in this area
- Proven experience in building or optimizing customer service processes (e.g., tools, automation, standards)
- High sense of ownership, ambition and a desire to truly “own” an area
- Empathy and strong communication skills: you listen, find solutions and help people move forward
Benefits
- Strong purpose: we solve real problems (digestive issues) and have demonstrably helped many of our customers
- Rapid development opportunities and a steep learning curve
- Flat hierarchies and fast decision-making
- Weekly feedback and coaching
- Positive vibes and motivated colleagues
- Team events
- Dog-friendly
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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