Customer Success Manager (m/w/d)
About us:
toern is a growing AI startup based in Hamburg that is reimagining the returns process in e-commerce. With an automated all-in-one solution, we help online stores efficiently manage returns, streamline processes, and gain real business insights from return data.
Your role:
As a Customer Success Manager (m/f/d), you are the face of toern to our customers. You ensure that our customers quickly succeed with our product, achieve real results, and derive maximum value from toern in the long term. In doing so, you stay close to the customer, understand their daily reality, and simultaneously ensure that feedback, issues, and opportunities are systematically relayed back to the team to improve our product.
Responsibilities
- Unterstützung beim Onboarding neuer Kund:innen und Begleitung bis zum erfolgreichen Go-Live und darüber hinaus
- Bearbeitung von Support-Anfragen über unser Support-System (Zendesk/ Mail & Telefon)
- Sicherstellung einer aktiven und erfolgreichen Nutzung unseres Produkts
- Regelmäßige Analyse des Nutzerverhaltens (z. B. Feature-Nutzung, Aktivität, Potenziale)
- Identifikation von Upsell- und Optimierungsmöglichkeiten auf Kundenseite
- Strukturierte Weitergabe von Kundenfeedback an Product, Tech und Sales
Qualifications
- Supporting the onboarding of new customers and guiding them through to a successful go-live and beyond
- Processing support requests via our support system (Zendesk/email & phone)
- Ensuring active and successful use of our product
- Regularly analyzing user behavior (e.g., feature usage, activity, potential)
- Identifying upsell and optimization opportunities on the customer side
- Structured communication of customer feedback to Product, Tech, and Sales
Benefits
- Direct responsibility for our customers' experience and satisfaction
- Close collaboration with founders, product, and sales teams
- Quick impact on product, processes, and customer experience
- A growing AI/SaaS startup with plenty of creative freedom
Does this sound like you?
Then we look forward to receiving your application and to working together to help our customers succeed and make our product better every day.
