Customer Success & Onboarding

Role Overview

• You handle warm leads (e.g., from our website, ads, or the Shopify App Store) and contact them promptly by phone or email
• You conduct demo calls and product presentations, showing prospects how SendDrop simplifies their shipping and the concrete benefits for them
• You guide new customers through the entire onboarding process: shop integration, platform setup, first shipments — until everything is running smoothly
• You identify what each customer needs and provide tailored advice rather than a one-size-fits-all approach
• You document all conversations and lead statuses accurately in HubSpot
• You relay feedback from customer conversations directly to our product and marketing teams — what resonates, what’s missing, and where the pain points are
• You work with the team to continuously improve our onboarding processes and materials

Requirements

• Experience in Customer Success, Onboarding, consulting, or inside sales — ideally in a SaaS or e-commerce environment
• You enjoy making calls and can explain a product clearly and enthusiastically
• You focus on customer needs, not closing rates
• Confident user of HubSpot or similar CRM tools
• Independent, structured working style. You are as reliable working remotely as you are in the office
• Excellent German language skills, spoken and written
• Bonus: familiarity with Shopify, e‑commerce shipping, or logistics

Benefits

• 100% remote work — work from anywhere in Germany or Austria
• Flexible working hours with core hours for availability
• Flat hierarchies and direct communication within the team
• The opportunity to grow with the company and take on increasing responsibility