Customer Success Manager ensuring client success at XTEL with digital solutions, relationships, and technical support. Drive project success while maximizing value realization and customer advocacy in Consumer Goods sector.
About the role
- Customer Success Manager at a Berlin health startup specializing in digestive health. Responsible for customer support and service process optimization in a hybrid work environment.
Responsibilities
- Be the primary point of contact for our customers via phone, email, chat & social media.
- Develop and optimize standards, processes and guidelines for a scalable, high-quality customer service.
- Implement modern tools & automations (including AI solutions) that increase efficiency and customer satisfaction.
- Analyze customer feedback and derive concrete improvements for product, communication and processes.
- Act as an ambassador for our mission by supporting people with digestive complaints in an empathetic and solution-oriented way.
Requirements
- Native-level German, fluent English
- 3+ years of relevant professional experience in Customer Service / Customer Success, ideally in Health, Healthcare and/or E‑Commerce
- Degree or training in health, nutrition, medicine, psychology or a related field — or solid practical experience in this area
- Proven experience in building or optimizing customer service processes (e.g., tools, automation, standards)
- High sense of ownership, ambition and a desire to truly “own” an area
- Empathy and strong communication skills: you listen, find solutions and help people move forward
Benefits
- Strong purpose: we solve real problems (digestive issues) and have demonstrably helped many of our customers
- Rapid development opportunities and a steep learning curve
- Flat hierarchies and fast decision-making
- Weekly feedback and coaching
- Positive vibes and motivated colleagues
- Team events
- Dog-friendly
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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