Hybrid Customer Success Manager

at CONROO

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Go
• Location requirements: Hybrid, Munich, Germany

About the role

• Customer Success Manager at an early-stage logistics tech startup managing product expansion and customer relationships. Engaging with clients, driving product efficiency, and optimizing customer experience.

Responsibilities

• As a Customer Success Manager, you will act as a mini-CEO for one of the products in our portfolio.
• You will play a crucial role in establishing and maintaining our product's market leadership, driving product expansion, and improving operational efficiency.
• Build and maintain strong relationships with customers, serving as their primary point of contact within the company.
• Engage with customers to understand their business goals, challenges, and product usage, and turn their feedback into actionable insights that drive targeted solutions, optimize their experience, and ensure long-term success.
• Continuously monitor customer health scores and proactively reach out to address potential concerns before they escalate.
• Analyze feedback, monitor market trends, and conduct competitive analysis and market research to identify opportunities for product improvements and process optimizations.
• Together with the Product Owner, define a clear product vision and strategy that aligns with company goals and ensures our offerings meet current customer needs while anticipating future market shifts.
• Assess potential new markets, customer segments, and product features that can drive expansion and increase our market presence.
• Coordinate cross-functional initiatives with engineering, sales & marketing, and other teams to ensure product launches (Go-lives) are executed efficiently, enabling us to capture new opportunities quickly and effectively.
• Analyze existing product workflows and implement improvements to enhance product efficiency and reduce time-to-market.
• Monitor cost structures closely to identify opportunities for savings without compromising product quality.
• Streamline customer support processes, using feedback and data to improve response times and overall customer satisfaction.

Requirements

• Minimum of 3 years' proven experience in customer success, account management, or similar roles within a B2B environment.
• Native-level Spanish proficiency is required; fluent English is necessary for effective communication.
• Client-facing experience engaging stakeholders at all levels, from technical teams to executive leadership.
• Strong interest in software development is essential; candidates should be technically comfortable learning new tools. Basic coding experience is a plus.
• Demonstrated ability to understand complex processes and technical requirements and to design tailored solutions that meet client needs and drive mutual success.
• Excellent time management, prioritization, and multitasking skills.
• Customer-centric mindset with the ability to anticipate and prioritise customer needs, committed to delivering solutions that enhance satisfaction and improve the overall customer experience.
• Ability to create compelling presentations that effectively communicate implementation strategies to diverse audiences.
• Prior experience in startups, consulting, or other fast-paced environments—particularly in logistics, business development, project management, or finance—is a plus.
• Commitment to continuously raising standards by improving quality and efficiency in all aspects of work.
• Independent, hands-on approach with a continuous-learning mindset and a desire to grow with the team.
• Strong sense of ownership and accountability, taking initiative to complete tasks and proactively address challenges.

Benefits

• Gain invaluable insights into building a logistics tech startup and enjoy the freedom to take ownership of your work in an autonomous environment that supports your growth.
• We foster a culture of openness, transparency, and trust, where everyone's ideas and opinions are valued and respected.
• All team members are welcomed and appreciated for who they are.
• Vibrant workspaces located in the heart of Munich, Hamburg, Nuremberg, and Duisburg designed to keep you motivated and inspired.
• 30 days of workation to enable team members to work in locations and at times that suit their individual needs and schedules.
• Quarterly team events and an annual off-site to build team spirit and strengthen team bonds.
• Complimentary beverages and premium coffee prepared by our community barista.