Customer Success Manager – claim.me (f/m/x)

About this role

The essence of your role Our customers stay with us because claim.me delivers real money back to their business. Since our launch, we have had zero churn and as our customer base grows, you will make sure it stays that way. Onboard new customers: After we have sold claim.me to a new customer, you’ll be the key driver of a successful roll-out Own the customer relationship: Be the trusted point of contact for your portfolio of customers, from customer service leads to e-commerce and logistics managers Drive value and adoption: Run regular KPI reviews, analyze claim volumes and refund rates and advise customers on how to get the most out of claim.me and our constantly evolving features, including our AI claim agent AiME Keep churn at zero: Spot risks early, resolve issues proactively and make sure every customer sees the value of claim.me Be the voice of the customer: Collect and structure customer feedback and work closely with our product team to shape the future of claim.me This is what you need to succeed: Experience: At least 2 years in customer success, account management, or customer service, ideally in a B2B SaaS, e-commerce, or logistics environment Language : Fluent(C1+) English and C2 German language skills Ownership: You build lasting relationships with customers and feel responsible for their success Analytical skills: You are comfortable working with numbers, interpret KPIs confidently, and turn data into clear recommendations; experience with business analytics tools (e.g.

Looker) is a plus Structure: You can manage several customers and onboardings in parallel without losing sight of the details Communication: You explain processes clearly, handle difficult conversations calmly and enjoy training others What we offer: Flexible & Hybrid Work: Our office is at Alexanderplatz; we have a hybrid working model with flexible remote-office set-up and working hours. And if you wish, you can work from almost anywhere for up to 2 months per year.

Benefits: We offer company lunches twice per month, a corporate benefits platform, and German & English language courses. Mission Zero: Climate-neutral and long-term impact. With our green initiatives, we are reaching climate neutrality for ourselves, and hopefully, we're inspiring the entire logistics sector to join us to create a sustainable future. Vibrant Culture & Community: We embody collaboration, open doors, and a no-fuss results focus, and we are successful with our data-driven and efficient working approach.