Customer Success Manager
Full-time
homie AI
About the Role
You'll be the primary point of contact for homie AI's retail and e-commerce customers, helping them maximize the value of their AI shopping assistant. You'll own the customer experience end-to-end—from onboarding and training through to identifying expansion opportunities—while feeding customer insights back into product development.
What You'll Do
- Answer customer questions independently via email and video calls, troubleshooting issues and providing guidance.
- Configure customer settings and customize the AI assistant within the product backend.
- Train customers on best practices for using the AI assistant effectively.
- Collect and structure customer feedback for the product team.
- Partner with sales on product demos, customer assessments, and upsell sizing.
- Identify high-potential accounts and lead larger customer projects and expansion initiatives.
What We're Looking For
- A degree in business informatics, industrial engineering, business administration, or related field with a digital or AI focus (AI and data science graduates welcome).
- 0–2 years of professional experience, ideally in customer support or customer success; SaaS or tech experience is a plus.
- Proficiency with Claude, Google Workspace, Slack, and HubSpot; willingness to learn Linear and project management tools.
- Basic understanding of AI tools and prompting, with genuine interest in digital products and backend systems.
- Strong customer empathy, patience with varying technical skill levels, and proactive problem-solving ability.
- Ability to explain complex topics clearly and accessibly.
- Native-level German and strong written and spoken English; additional languages are a bonus.
Location
Hybrid in Cologne, with flexible remote and hybrid options across offices in Cologne and Hamburg.
Vacancy posted 7 hours ago
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