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ioki

Technical Customer Success Manager

ioki

. Take responsibility for customers’ long-term success with the platform .

Posted 11/3/2026full-timeFrankfurt am Main • GermanyMid-LevelSenior💰 €75,000 - €100,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical customer support capabilities in complex software and B2B SaaS environments, with a focus on systematic troubleshooting, data analysis, and effective communication with both technical and non-technical stakeholders. Possesses solid AI expertise and a product-oriented mindset to drive improvements and identify upselling opportunities.

Highest-signal resume keywords
Technical Customer SupportSystematic TroubleshootingData AnalysisAI ExpertiseProduct Discovery

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Root-Cause AnalysisData AnalysisAPIsConfigurationsSQLPythonTechnical Problem-SolvingComplex ArchitecturesOperational SoftwareRequirements Analysis
Soft Skills
Precise CommunicationProblem-Solving MindsetBusiness AcumenOwnershipIndependent Approach
Tools & Technologies
AI ToolsAnalysis ToolsSoftware SystemsB2B SaaS PlatformsOperational Data
Industry Keywords
Public TransportMobilityOn-Demand TransportationTechnical Field DegreeEngineering

Tech Stack

Tools & technologies
PythonSQL

About the role

Key responsibilities & impact
  • Take responsibility for customers’ long-term success with the platform
  • Understand customer goals, operational context, and technical challenges
  • Independently analyze technical and product-related customer issues, systematically narrow down root causes, and develop solutions
  • Act as a technical sparring partner for engineers, project leads, and decision-makers on the customer side
  • Support customers over the long term and develop improvements together
  • Identify recurring issues and share insights with the Product team
  • Challenge requirements and distinguish between configuration questions, integration issues, and genuine product needs
  • Work closely with Product and Engineering and escalate issues based on sound technical analysis
  • Analyze product and operational data and derive improvements in quote rates, utilization, pooling, and demand and vehicle availability
  • Use AI for data analysis, technical problem-solving, and automating recurring tasks
  • Support customers during platform implementation and develop appropriate product configurations
  • Conduct Product Discovery and requirements analysis with customers
  • Identify upselling opportunities and contribute to sustainable revenue growth

Requirements

What you’ll need
  • Completed degree in a technical field, such as Computer Science, Business Informatics, Engineering, or Electrical Engineering; alternatively, comparable technical training with relevant practical experience
  • Demonstrated experience in technical customer support in a complex software, platform, or B2B SaaS environment
  • Excellent understanding of software and systems
  • Experience with complex architectures and customer environments
  • Strong systematic troubleshooting skills
  • Hypothesis-driven, structured, and independent approach, through to root-cause analysis
  • Hands-on experience with data, logs, APIs, interfaces, configurations, and analysis tools
  • Solid AI expertise and demonstrated, thoughtful use of AI tools in a technical context
  • Precise communication with engineers and the ability to explain technical concepts clearly to non-technical stakeholders
  • Strong ownership and problem-solving mindset
  • Good business acumen and the ability to assess technical and operational value
  • Product-oriented mindset and the ability to distinguish between individual requests and scalable product needs
  • Very good command of German and English
  • Nice to have: Experience in public transport, mobility, or on-demand transportation
  • Nice to have: Experience with complex operational software products
  • Nice to have: SQL or scripting skills, such as Python
  • Nice to have: Experience with Product Discovery or requirements analysis

Benefits

Comp & perks
  • Flexible working hours
  • Option to work remotely or from the office
  • Job ticket
  • Discounted fares for local and long-distance public transport
  • Company pension scheme
  • Company bike scheme
  • Sports and health benefits
  • Discounted holiday and leisure offers
  • Dedicated annual training budget
  • Modern office in the heart of Frankfurt am Main
  • Dedicated and interdisciplinary team
  • Support for applicants with disabilities throughout the application process