Customer Support and Success Manager (m/w/d)

The role

You will support customers throughout their entire lifecycle. You will handle onboarding, technical support, churn prevention, and identifying upsell opportunities.

What you will do

• Prepare customers for using Craftnote through webinars and training.
• Answer technical support inquiries and find solutions.
• Identify at-risk customers using a Health-Score-Dashboard.
• Engage in conversations to win back customers who have canceled.
• Monitor open and failed invoices and contact customers regarding payment issues.
• Identify customers with potential for upgrades and larger packages.
• Turn satisfied customers into brand ambassadors through recommendations and references.
• Build long-term, trusting customer relationships.
• Meet potential customers personally at trade fairs.

Required qualifications

• Experience in Customer Success Management or Customer Support.
• Technical understanding and affinity for software solutions and AI.
• High level of empathy.
• Communicative and persuasive.
• Proactive and team-oriented.
• Ability to work independently.
• Native-level German skills.
• Good English skills.

About the company

Aceve builds digital tools for people who construct and maintain the physical world. They are an AI-first company with over 900 employees across 8 countries.