Customer Success Manager

Role Overview

The Customer Success Manager at Galaxy Grip plays a pivotal role in ensuring clients effectively utilize the company's technology products to meet their goals. This part-time position is based in Berlin, Germany and allows working both on-site and remotely, providing flexibility.

Primary Duties

• Facilitate onboarding for new customers and guide them through product functionalities.
• Monitor client engagement with Galaxy Grip’s offerings to discover opportunities for enhancing value.
• Establish and maintain strong client relationships, manage expectations, and troubleshoot concerns.
• Collaborate closely with internal teams to convey feedback and drive service improvements.
• Track key performance indicators, generate progress reports, and participate in initiatives to boost customer satisfaction and retention.
• Support multiple technology domains including web, mobile, cloud, automation, artificial intelligence, and cybersecurity products.

Required Skills and Qualifications

• Expertise in customer satisfaction and retention strategies to maximize client lifetime value.
• Proven ability in customer service and relationship management to support and build trust with customers.
• Strong analytical capability to evaluate usage metrics, detect trends, and suggest improvements.
• Experience working with technology or SaaS offerings, ideally involving web, mobile, cloud, or AI solutions.
• Excellent communication and presentation skills in English; German language proficiency is beneficial.
• Effective organizational skills to manage multiple client accounts and priorities within a part-time hybrid setting.
• Educational background in business, technology, or related disciplines, or equivalent hands-on experience in customer success or account management.