Customer Success Manager
Posted Updated
Description
- As a customer success manager at Karla you will join a small team of motivated individuals, helping bring Karla and our customers to the next level
- As a CSM, you will have full responsibility over your book of business, managing the entire customer lifecycle from Onboarding to Contract Renewal
- We work in a highly collaborative environment with high velocity and lots of proactivity
- Customer Success Management: manage customer onboarding, conduct check-ins, and help ensure customer satisfaction & product adoption
- Feedback Management: Collect, structure, and synthesize customer feedback into actionable insights for the product team
- Customer Retention: Work on strategies to expand accounts, boost Customer Lifetime Value, and actively reduce churn
- Upselling & value realization: Identify opportunities & pain points, match them with Karla modules, prepare demos, and help drive upsell conversions
- Automation: Support in automating onboarding and customer success processes to make our workflows more scalable and efficient
- Product Success & Growth Projects: Take ownership of strategic initiatives that bridge customer success, product, and marketing — designing, testing, and rolling out scalable improvements to drive user adoption and retention. We are a small team and everybody has a voice. Our next product idea could be yours!
- Analytical mindset – you enjoy working with customer data and feedback
- Interest in AI, SaaS, e-commerce, marketing, and customer experience
- A proactive, solution-oriented way of working and motivation to learn fast
- Growth mindset and the motivation to put new ideas into practice
- AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset
- Proficiency in German & English is mandatory
- You have a few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works
- Don’t check all the boxes, but are hungry and eager to learn? Please apply - we’d love to get to know you!
- Experience with Figma
- Experience with Klaviyo or other ESPs/CRMs
- Experience with Shopify, Shopware or other shop systems