Customer Success Manager

ProviPanda GmbH

. Conduct customer onboarding sessions and check-ins .

Posted 11/9/2026full-timeRemote • GermanyMid-LevelSenior💰 €45,000 - €60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success within a SaaS environment, focusing on customer onboarding, relationship management, and process optimization. Proficient in utilizing tools like Stripe and Intercom to enhance customer experience and track success metrics.

Highest-signal resume keywords

Customer Success ManagementSaaS ExperienceStripe ProficiencyIntercom AutomationCross-Functional Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OnboardingProcess OptimizationKPI TrackingDecision MakingUpselling Identification

Soft Skills

Solutions-Oriented ApproachOwnershipMentoringAdaptabilityJudgment

Tools & Technologies

StripeIntercomSlackClaude

Industry Keywords

Customer ExperienceCustomer RelationsEnterprise CustomersSupport ManagementGoodwill Decisions

About the role

Key responsibilities & impact

Conduct customer onboarding sessions and check-ins
Resolve customer inquiries with a solutions-oriented approach and take ownership through to completion
Serve as the primary point of contact for all customer-related matters outside of Sales
Take ownership of unresolved Support or Account Management cases
Manage escalations and Enterprise customers
Make decisions regarding refunds, goodwill cases, and critical payment issues in Stripe
Support, guide, and mentor Customer Success Managers
Build processes and onboarding materials for Success and Support team members
Optimize Customer Relations processes
Progressively develop the function as Team Lead Customer Success
Expand the Customer Experience for business customers
Maintain and further develop Intercom automations and the onboarding experience
Develop the Help Center for Support and Success topics
Own the newsletter strategy
Track Success KPIs such as churn, retention, and customer health
Report regularly to the Managing Director and Head of Sales

Requirements

What you’ll need

Experience in Customer Success, ideally in a SaaS environment
Initial experience guiding or onboarding colleagues
Technical aptitude and experience with Stripe, Intercom, Slack, and Claude
Ability to quickly learn and adapt to new systems
Structured and flexible approach to work
Strong cross-functional communication skills
Hands-on mentality
Ability to identify upselling opportunities during customer conversations
Willingness to make fast, sound decisions
Good judgment when making goodwill decisions

Benefits

Comp & perks

Permanent employment contract
40 hours per week
24 days of annual leave
Remote-first setup
Above-market salary plus performance-based bonus
Modern Apple equipment
Clear career path to Team Lead Customer Success
Flat hierarchies, high responsibility, and genuine opportunities to shape the company
Direct, close collaboration with the executive team