Senior Customer Success Manager - Self-Service Platform - Remote

Overview

As a Senior Customer Success Manager for the Self-Service Platform, you will be the key driver for the development and optimization of our self-service portal, focusing on improving processes, enhancing user experience, and increasing campaign management efficiency.

In Short

• Monitor and improve the usage of the self-service portal, FAQs, and knowledge bases.
• Collaborate with product and development teams for intuitive self-service solutions.
• Develop and maintain guides, tutorials, videos, and FAQs.
• Monitor relevant metrics to measure the effectiveness of self-service offerings.
• Analyze user behavior and feedback to identify optimization potentials.
• Promote self-service usage through webinars, online tutorials, and direct customer support.

Requirements

• Completed studies or training in business, communication, IT, or a comparable qualification.
• Strong understanding of self-service concepts, digital platforms, and relevant technologies.
• Analytical skills and experience with data analysis for data-driven decision-making.
• Clear and persuasive communication with internal and external stakeholders.
• High customer orientation and a sense for user needs.
• Independent, proactive, and solution-oriented working style.
• Knowledge of CRM systems, analytics tools, and content management systems is an advantage.
• Fluent in German and English.

Benefits

• Flexible remote work options, with up to 20 days per year within the EU.
• Childcare subsidy of €100.00 per month.
• Access to mental health support from professionals.
• Opportunities for personal and professional development through training.
• Flexible working hours to support work-life balance.
• Fully funded public transport ticket for commuting.