About the role

Customer Success Manager responsible for client relationships and onboarding for amber's AI search platform. Focusing on customer retention and upselling strategies within a hybrid work model.

Responsibilities

You independently organize and document customer meetings, including kick-offs, regular check-ins (jour fixes) and follow-ups
You are the primary point of contact for our customers and ensure questions are answered and issues are resolved reliably
You manage and prioritize multiple customer topics simultaneously and keep track of their deadlines
You guide customers through a smooth onboarding process and ensure our product is presented, understood and used optimally
You proactively analyze customer needs and ask targeted questions to identify opportunities, strengthen long-term relationships and help customers get the most out of amber
You are responsible for upselling opportunities by demonstrating the added value of our solution and encouraging customers to adopt additional features, connectors and licenses
You develop concepts and processes to make customer support more efficient and work on automations as well as the further development of our CRM system

You have experience in direct customer contact and know how to build and maintain relationships on an equal footing
You work proactively and take responsibility by organizing and keeping appointments reliably
You can prioritize tasks effectively while maintaining an overview to provide the best possible support for our customers
You have strong communication skills and can convey both technical content and AI best practices clearly and solution-oriented
You ask questions proactively, contribute to critical processes and participate in customer conversations to act as an effective facilitator, especially during important phases such as kick-offs
You are fluent in German and English to provide the best possible support for our customers
You have a good sense for customer needs and derive appropriate measures for retention and upselling

Workations — as you will be part of an international team, our workations have so far been international
Attractive, performance-based compensation with a significant fixed component and a supplementary variable bonus
We support your personal development through training and provide room for personal responsibility
Flexible work arrangements — work from home or from one of the coolest co-working spaces in Aachen (the Digital Church) or in Cologne when it suits you
We cover your Germany public transport job ticket to allow flexible commuting
A team of motivated people committed to making AI solutions accessible to small and medium-sized enterprises
Work with the latest technologies and tools
You will have the chance to take responsibility from day one, actively drive our customer strategies and help shape the success of an innovative AI product