Customer Success & Operations Specialist, SaaS
Germany
Full Time
2 weeks ago
No Sponsorship
Key skills
AISaaSCommunicationCollaborationRemote WorkCustomer SuccessAccount Management
About this role
Role Overview
- Ongoing support and account management for our SaaS customers
- Conducting onboarding, training, and structured introductions for new customers
- Analysis of technical and process-related customer issues
- Building and optimizing help and onboarding structures
- Creating FAQs, guides, and internal playbooks
- Identifying recurring issues and deriving product improvements
- Close collaboration with Product and Development
- Testing new features from the customer perspective
- Establishing scalable customer success processes
Requirements
- Experience in Customer Success, SaaS support, or a software environment
- Genuine interest in digital products and processes
- Strong technical understanding (web apps, tools, system logic)
- Structured, independent working style
- Ability to analyze problems, not just fix them
- Strong communication skills and clear language
- Experience working with software/SaaS tools
- Understanding of how digital processes work
- Ability to think in terms of systems, not just people
- Experience with SaaS Customer Success or Tech Support
- Experience with onboarding/training
- Interest in product development or automation
- Affinity for AI (e.g., tools, workflows, automations)
Benefits
- Real responsibility instead of just processing tickets
- Direct influence on product and customer processes
- Close collaboration with founders and development
- Lots of room for initiative and impact
- Modern SaaS environment
- Flexible working hours & remote work possible