Customer Success Manager

Join Karla as a Customer Success Manager, where you will manage the entire customer lifecycle, from onboarding to contract renewal. You will work in a highly collaborative environment and have the opportunity to take ownership of strategic initiatives that bridge customer success, product, and marketing. Proficiency in German and English is mandatory, and experience in SaaS customer success is a plus.

• Kundenbetreuung: Verantwortung für die gesamte Kundenlebensdauer, von der Einarbeitung bis zur Vertragsverlängerung.
• Feedback-Management: Sammlung, Strukturierung und Synthese von Kundenfeedback in umsetzbare Erkenntnisse für das Produktteam.
• Kundenbindung: Entwicklung von Strategien zur Erweiterung von Konten, Steigerung des Customer Lifetime Value und aktiven Reduzierung der Abwanderung.
• Growth mindset and the motivation to put new ideas into practice
• Interest in AI, SaaS, e-commerce, marketing, and customer experience
• You have a few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works
• Proficiency in German & English is mandatory
• A proactive, solution-oriented way of working and motivation to learn fast
• AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset
• Analytical mindset – you enjoy working with customer data and feedback
• Experience with Klaviyo or other ESPs/CRMs
• Experience with Figma
• Don’t check all the boxes, but are hungry and eager to learn? Please apply - we’d love to get to know you!
• Experience with Shopify, Shopware or other shop systems