Customer Success Manager

As a Customer Success Manager at homie, you'll manage a portfolio of small and mid-sized retail and e-commerce clients – not just reacting to requests, but actively shaping their success. You'll partner closely with homie's Senior Customer Success Manager, report regularly on the health of your accounts, and, as you gain experience, grow step by step into independently owning an expanding book of business. Real responsibility from day one, with the support you need to grow into it.

What You'll Do

Client Support & Enablement

• Independently handle client inquiries via email and in meetings with a friendly, knowledgeable, solutions-oriented approach.
• Enable clients to get the most out of homie's AI chat assistant and unlock its full potential.
• Configure and maintain client settings directly in the product back end.
• Tailor your communication to clients with varying levels of technical expertise.

Product Feedback & Cross-Functional Collaboration

• Channel client feedback and product improvement ideas to the Product team in a clear, structured way.
• Support the Sales Managers in evaluating product capabilities for prospective and existing clients.
• Help scope and size proposals for upsell opportunities.

Account Monitoring & Growth

• Keep a close eye on accounts with revenue potential.
• Identify expansion opportunities across the existing client base.
• Over time, take ownership of larger projects and key client relationships.

What We're Looking For

• Bachelor's or Master's degree in Business Information Systems, Industrial Engineering, Business Administration, or a related field – ideally with a focus on digital technologies or AI. Graduates of newer AI or data science programs are strongly encouraged to apply.
• 0–2 years of professional experience, ideally in a client-facing support role. SaaS or tech experience is a plus, but not required – what matters most is your drive to ramp up quickly.
• Proficiency with Google Workspace, Slack, and HubSpot; willingness to quickly get up to speed on project management tools such as Linear.
• Working knowledge of AI tools (e.g. Claude, Gemini) and a strong interest in prompting; a natural affinity for digital products and back-end systems.
• Native-level fluency in German and strong written and spoken English (increasingly important as you take on English-speaking clients). Additional languages are a plus.
• Customer-focused, empathetic, patient and adaptable with clients of all technical backgrounds; proactive, a clear communicator and a team player who works in a structured, self-directed way once onboarded.

What We Offer

• Flexible remote and hybrid work options
• A startup culture with flat hierarchies and fast decision-making
• An individual professional development budget
• A close-knit team that celebrates shared wins
• Access to a modern AI tech stack, including Claude integration
• Monthly wellness and mobility stipends

Location

Hybrid in Cologne, or remote within Germany. Full-time, permanent, start as soon as possible.