Junior Customer Success Manager

ABOUT THE ROLE As a Customer Success Manager, you will be the primary contact for retail and e-commerce customers using an AI-powered shopping assistant. You will guide customers through onboarding and ongoing use, helping them get value from the product while sharing customer insights with the product team. WHAT YOU'LL DO - Respond to customer questions by email and video call, troubleshooting issues and offering clear guidance. - Configure customer settings and tailor the AI assistant through the product backend. - Train customers on effective ways to use the AI assistant. - Gather and organize customer feedback for the product team. - Work with sales on product demonstrations, customer assessments, and expansion planning. - Identify promising accounts and lead larger customer projects and expansion initiatives. WHAT WE'RE LOOKING FOR - A degree in business informatics, business engineering, business administration, or a comparable field. - 0 to 2 years of professional experience, ideally in customer support or customer success; SaaS or technology experience is helpful. - Familiarity with Claude, Google Workspace, Slack, and HubSpot, and an interest in learning Linear and other project management tools. - A basic understanding of AI tools and prompting, with curiosity about digital products and backend systems. - Strong customer empathy, patience, proactive problem-solving skills, and the ability to explain complex topics clearly. - Native-level German and strong written and spoken English; additional languages are welcome. LOCATION Hybrid, based in Cologne, North Rhine-Westphalia, Germany. Flexible remote and hybrid options are also available across locations in Cologne and Hamburg.