Customer Success Manager responsible for client relationships and onboarding for amber's AI search platform. Focusing on customer retention and upselling strategies within a hybrid work model.
About the role
- Customer Success Manager at embelly, a Berlin-based health startup. Managing customer relations and optimizing service delivery in gut health.
Responsibilities
- Be the first 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.
- Be an ambassador for our mission by supporting people with digestive complaints in an empathetic and solution-oriented way.
- Engage with our community on Instagram and other channels.
- Support community building with ideas, feedback loops and close interaction with our target audience.
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
- Education or degree in health, nutrition, medicine, psychology or a related field — or substantial 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 willingness 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 health) and have demonstrably helped many 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 office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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