Customer Success Manager

ProviPanda GmbH

. Take on a team lead role for Support & Success, building structures and processes and, over time, developing the team .

Posted 11/8/2026full-timeRemoteMid-LevelSenior💰 €45,000 - €65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success within a SaaS environment, with a strong focus on building onboarding frameworks, optimizing customer relations processes, and leading cross-functional communication. Proven ability to make independent decisions and enhance the customer experience through structured processes and technical aptitude.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipOnboarding Framework DevelopmentIntercom AutomationSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementOnboarding Framework DevelopmentProcess OptimizationKPI TrackingDecision Making

Soft Skills

Cross-Functional CommunicationJudgmentHands-On MentalityAdaptabilityEnthusiasm for Startups

Tools & Technologies

StripeIntercomSlackClaude

Industry Keywords

SaaSCustomer ExperienceSupportSuccessEnterprise Customers

About the role

Key responsibilities & impact

Take on a team lead role for Support & Success, building structures and processes and, over time, developing the team
Build onboarding frameworks for new Support and Success employees
Serve as the first point of contact and primary owner for all customer-related topics outside of Sales
Take ultimate responsibility for customers when Support or Account Management cannot resolve an issue
Expand and improve the customer experience for business customers
Build and maintain Intercom automations and the complete onboarding experience
Further develop the Help Center for Support and Success topics
Own the newsletter strategy
Act as the central point of contact between Development, Sales, and Product for customer feedback and the voice of the customer
Continuously optimize Customer Relations processes
Support Account Managers with topics beyond upselling and contract renewals
Track relevant Success KPIs such as churn, retention, and customer health
Handle Support and Success matters for enterprise customers
Make independent decisions regarding refunds, goodwill cases, and critical payment issues in Stripe
Report regularly to the Managing Director and Head of Sales

Requirements

What you’ll need

Experience in Customer Success within a SaaS environment
Ability and willingness to lead a team and take ownership
Make quick, confident decisions and stand by them
Technical aptitude
Experience with tools such as Stripe, Intercom, Slack, and Claude
Ability to quickly learn new systems
Good judgment about when to make exceptions for customers and when not to
Structured approach to work, combined with the flexibility required in a startup environment
Strong cross-functional communication skills
Hands-on mentality
Enthusiasm for startups and turning ideas into action
Experience building structures and processes, rather than only executing existing ones

Benefits

Comp & perks

Permanent employment contract
Remote-first setup
Above-market salary
Performance-based bonus
Modern Apple equipment
Flat hierarchies
High level of responsibility and genuine opportunity to shape the company
Direct, close collaboration with the executive team
Opportunity to play a key role in shaping and building a function within a fast-growing HR-tech startup