Werkstudent:in in Customer Success & Care bei No Bad Days Club in Berlin. Verantwortlich für B2B - Kundenbetreuung und CRM - Pflege.
About the role
- Leading the Customer Success area at Dunas Capital, focusing on client engagement and community management. Structuring processes and strategies for customer retention and satisfaction.
Responsibilities
- Build, lead and scale the Customer Success function, with a special focus on customer community management to ensure engagement, value delivery and retention.
- Lead the CS team and oversee the client portfolio.
- Manage and develop customer communities (WhatsApp groups, forums and group interactions);
- Design strategies to increase engagement, retention and customer perceived value of the products;
- Structure and evolve the customer relationship lifecycle (onboarding, monitoring, renewal and expansion);
- Conduct strategic client interactions (check-ins, guidance and performance follow-up);
- Lead operational support, ensuring quality and responsiveness;
- Develop and monitor KPIs: churn, NPS, engagement and expansion/additional revenue;
- Create processes, rituals and materials (SOPs, playbooks, trainings);
Requirements
- Proven experience in Customer Success (preferably in SaaS, consulting or infoproducts);
- Experience managing communities (WhatsApp, Slack, etc.);
- Experience structuring CS teams and processes;
- Strong command of customer success metrics and KPIs;
- Experience with CRM and automation tools (HubSpot, Pipedrive, ClickUp, Make, etc.);
- Excellent verbal and written communication skills;
- Experience with mentoring or educational products (infoproducts);
- Experience with B2B clients (entrepreneurs, founders, executives);
- Knowledge of fundraising or the innovation/funding ecosystem is a plus.
Benefits
- Bonus
- Career progression plan
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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