Hybrid Customer Success Manager – m/f/d

at Glückliche Gäste GmbH

• Job title: Customer Success Manager – m/f/d
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: Cloud, DNS, Kubernetes, Linux, MacOS
• Location requirements: Hybrid, St Wendel, Germany

About the role

• Customer Success Manager analyzing requests and providing solutions for FoodGenius customers in a technical support role. Collaborating closely with development and infrastructure teams post-training.

Responsibilities

• Work as part of the FoodGenius Customer Success Management (CSM) team
• Receive, analyze and resolve technical and application-related inquiries
• Support our customers in day-to-day operations (hospitality is time-critical)
• Prioritize by impact/urgency, communicate clearly, and provide traceable updates
• Troubleshooting and fault analysis
• Log analysis, reproducing issues, and narrowing down root causes
• Work with monitoring and status information (and maintain a healthy skepticism toward “it works for me”)
• Coordinate with development and infrastructure teams, including clear escalations (with context, not just “it’s not working”)
• Documentation and knowledge building
• Document solutions, workarounds, processes, and common error patterns
• Maintain the internal knowledge base so the team becomes more efficient (and you don’t have to explain the same thing three times a day)
• Deliver quality support
• Identify recurring issues and propose improvements (product/process)
• Optional: Initiate small internal tools and automations (depending on skillset)
• After onboarding: Participate in the on-call rotation (24x7) for FoodGenius during technical incidents — as part of a team, not alone

Requirements

• Experience in IT or software customer success/support (1st/2nd level) or a comparable role
• Technical aptitude: ability to decompose systems logically rather than rely on guesswork
• Solid fundamentals in areas such as operating systems (Windows / macOS / Linux)
• Basic networking (DNS, HTTP(S), ports, and troubleshooting ‘why is the Wi‑Fi not working right now’)
• Web applications / APIs (at least basic familiarity)
• Structure & ownership: you follow up cases thoroughly, document them and prioritize appropriately
• Very good German language skills; friendly communication even under pressure
• Willingness to work predominantly on-site in St. Wendel (home office by arrangement, depending on setup/phase)
• Nice to have: Experience with ticketing systems, monitoring and log tools
• Exposure to Linux / Kubernetes / cloud environments
• Familiarity with hospitality / POS / delivery service environments is a plus (helpful but not required)

Benefits

• A role with real impact: you won’t just “process tickets” — you’ll solve real operational problems
• Structured onboarding, clear processes and dedicated contacts
• A collegial team that shares knowledge and distributes responsibility fairly
• Regular professional development (hands-on, practical)
• Modern workplace (including shower, washing machine and a high-quality espresso machine)
• Sensible on-call rotation within the team — not “here’s the phone, good luck”