Customer Success Manager

ProviPanda GmbH

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

Posted 11/7/2026full-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 structures and processes to enhance customer experience. Proficient in utilizing tools like Stripe and Intercom while leading cross-functional communication and decision-making.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipProcess DevelopmentIntercom AutomationSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessProcess DevelopmentKPI TrackingDecision MakingTechnical Aptitude

Soft Skills

Cross-Functional CommunicationJudgmentHands-On MentalityStructured Working StyleFlexibility

Tools & Technologies

StripeIntercomSlackClaude

Industry Keywords

SaaSCustomer RelationsOnboarding ProcessesCustomer ExperienceEnterprise Customers

About the role

Key responsibilities & impact

Take on a team lead role for Support & Success, building structures, processes, and, over time, the team
Establish onboarding processes for new Support and Success team members
Serve as the first point of contact and primary owner for all customer-related matters except Sales
Take ultimate responsibility for customer issues when Support or Account Management cannot resolve them
Develop and enhance the customer experience for business customers
Build and maintain Intercom automations and the entire onboarding experience
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 the customer voice and feedback
Continuously optimize Customer Relations processes
Support Account Managers with matters 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 via Stripe
Provide regular reports 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 on responsibility
Ability to make quick, confident decisions and stand by them
Technical aptitude
Experience with tools such as Stripe, Intercom, Slack, and Claude
Ability to quickly familiarize yourself with new systems
Good judgment regarding when to offer goodwill and when not to
Structured way of working, combined with enough flexibility for the startup environment
Strong cross-functional communication skills
Hands-on mentality
Cross-functional approach and willingness to execute in a startup environment
Experience building structures and processes, not just executing existing ones

Benefits

Comp & perks

Join a rapidly growing HR tech startup with an ambitious vision, where you can play a key role in shaping and building a function
Flat hierarchies, high responsibility, and genuine opportunities to make an impact
A rapidly growing area in which you will play a central role
Direct, close collaboration with the executive team
Remote-first setup
Above-market salary
Performance-based bonus
Modern Apple equipment
Permanent employment contract