Customer Success Manager (m/w/d) - Software Startup

About Us

At hellomateo, we empower small to medium-sized businesses by enhancing their customer relationships through personalized communication experiences. More than 2,000 companies, including Rock am Ring, Grohe, Vero Moda, R+V, and Sparkasse, rely on hellomateo. Our company has quadrupled its size in the last two years, marking just the beginning of our growth journey.

Role Overview

As a Customer Success Manager, you guide new clients through onboarding onto the hellomateo platform and assist existing customers in maximizing their software benefits. You collaborate closely with Sales, Product, and Support teams, taking ownership with a clear goal to transform satisfied customers into devoted advocates.

Key Responsibilities

• Lead onboarding sessions to ensure clients can independently and quickly use the platform.
• Conduct training workshops helping clients gain deeper software understanding and derive more value.
• Support daily operations by responding pragmatically, promptly, and reliably when needed.
• Continuously optimize the customer journey by analyzing user data and feedback.
• Identify opportunities for upselling and cross-selling in coordination with the Sales team.
• Represent the voice of customers by delivering their perspectives directly to Product and Tech teams.
• Systematically document user feedback and key performance indicators to enhance service quality.

Qualifications

• Strong enthusiasm for working with people, both customers and internal teams.
• Exceptional verbal and written communication skills.
• Fluent German language proficiency (C2 level) and good English skills (B2 level).
• Ability to clearly communicate complex concepts in an understandable manner.
• Collaborative mindset and effective teamwork across departments.
• Structured and self-managed approach to handle multiple concurrent tasks.
• Basic knowledge of software and digital products.
• Previous experience in Customer Success or similar roles is advantageous but not mandatory.

Not all criteria need to be met exactly—we value the right mindset over a perfect checklist and grow into challenges together.

Benefits

• Employee perks such as Wellhub and Deutschland-Ticket.
• Annual company offsite events.
• Weekly team breakfasts and bi-weekly lunches.
• Regular team-building activities.
• Modern office environment in Berlin equipped with ping pong and darts.
• Insightful exposure to diverse aspects of a growing SaaS startup.

Hiring Process

• 30-minute introductory people call via video conference.
• 45-minute case study session held onsite in Berlin office.
• 30-minute final interview with founder by video or in person.
• Offer discussion to finalize details.