Customer Success & Support Manager

Permanent employee, Full-time · München, Remote

Your mission

The Customer Success and Support Manager (CSSM) will be the main point of contact for our customers, responsible for their journey from onboarding to daily support. In this dual role, you will be responsible for customer onboarding and engagement as well as handling customer inquiries, troubleshooting issues, and ensuring a smooth, responsive support experience. As an early-stage company, we need someone who can build strong relationships, solve problems quickly, and lay the foundation for scalable success and support processes.

Onboard & Empower

Welcome new customers, guiding them to make the most of our product and achieve their goals.
Create success plans, conduct trainings, and provide resources to drive engagement.

Support & Troubleshoot

Be the go-to problem solver for customer inquiries, swiftly addressing issues via our ticketing system.
Work with our tech team to tackle technical challenges and deliver quick, effective solutions.

Build Relationships & Drive Adoption

Proactively check in on customers’ product use, sharing tips and support to maximize engagement.
Serve as a trusted advisor, strengthening customer loyalty and satisfaction.

Automate & Optimize

Identify repetitive tasks and streamline processes for efficiency.
Develop a knowledge base for self-service, empowering customers to find solutions.

Gather & Share Feedback

Collect customer insights and collaborate with the product team to improve our platform.
Work cross-functionally to enhance both product features and the overall customer journey.

Manage Renewals & Upsells

Track renewals, identify upsell opportunities, and implement retention strategies to reduce churn.

Your profile

2+ years in Customer Success, Support, or similar role, ideally in B2B SaaS or a startup.
Empathy, strong communication skills, and a knack for problem-solving.
Experience with CRMs and customer support software (like Hubspot).
Analytical and self-driven, with the flexibility to adapt in a fast-paced environment.
Proficient in English and German.
Familiarity with procurement or sourcing is a plus.
Experience in both Customer Success and Support in early-stage startups is a plus.

Benefits

Competitive Pay & Equity: Salary, benefits, and pre-IPO equity.
Flexibility: Work where and when you're most productive.
Dynamic Team: Join a supportive, growth-focused team.
Perks: Choose between wellness benefits, a pension scheme, and regular team events—including workations in scenic spots like Tuscany and the Alps!

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About us

We are Matchory, a revolutionary fast-growing SaaS start up in the supply chain environment. Our vision is to make worldwide supply chains transparent and sustainable by enabling procurement teams to find the best suppliers globally with our tool. We just closed a successful funding round led by Capmont and joined by our existing investors like Early Bird.
Matchory was honored as a Gartner Cool Vendor 2023, attaining several governmental fundings in 2023 we were able to build up a strong customer base, including impactful industry players such as Kärcher, Tesa, DMG Mori, Bosch etc.
Having built this strong basis, we are looking for the next talents to take off with us!

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Your application!

We appreciate your interest in Matchory GmbH. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at valerie@matchory.com