Customer Success Manager – m/f/d, Software Startup

Responsibilities

• Conduct onboarding: Ensure customers can start using our platform quickly and independently.
• Lead training sessions: Help customers gain a deeper understanding of the software and get more value out of hellomateo.
• Support day-to-day operations: Be pragmatic, fast, and reliable — you’re there when it matters.
• Optimize the customer journey: Analyze usage data and feedback and continuously refine the process.
• Identify growth opportunities: Spot up- and cross-selling opportunities in close coordination with Sales.
• Be the voice of the customer: Bring customer perspectives directly to the product and tech teams.
• Structure feedback: Document user feedback and KPIs to continuously improve our services.

Requirements

• Excellent verbal and written communication skills
• Fluent German (C2) and good English (B2)
• Ability to explain complex topics clearly and concisely
• Team player with the ability to collaborate effectively across departments
• Structured, self-directed working style — able to handle multiple priorities simultaneously
• Basic understanding of software and digital products
• Prior experience in Customer Success or a similar role is a plus — but not required