Customer Success Manager

Your mission

When a customer signs, your mission begins. You guide them from first login to a fully working PartsOS workflow, turning complexity into clarity and helping them shift old habits into better, modern processes. You keep implementations on track, earn trust when decisions get tough, and represent customer needs internally while staying aligned with our business goals. As one of the early builders of Customer Success, you create the playbooks, structures and adoption paths that make PartsOS part of our customers' daily operations.

What You'll Be Working On

• Drive Impactful Onboardings: Customers often start with excitement but only a rough sense of what success looks like. You turn that early energy into a clear, structured path by translating broad ambitions into concrete workflows and milestones, guiding them quickly to meaningful first value that builds confidence and long-term momentum.
• Champion Change and Customer Success: Introducing PartsOS reshapes processes that may have existed for decades. You make this shift feel safe and purposeful by leading teams through thoughtful change, helping them move past old routines, navigate resistance, and see how new ways of working improve their service and business performance.
• Own Revenue Outcomes: Customer success and company success are tightly linked. You take ownership of both by spotting risks early, realigning teams when momentum fades, keeping accounts renewal-ready, and ensuring customers experience clear, measurable outcomes that justify ongoing partnership and expansion.
• Orchestrate Technical Clarity and Integration: Behind every workflow lies a network of data and systems that can overwhelm customers. You bring clarity by coordinating the right people, smoothing data flows and integrations, and helping everyone understand how the technical pieces fit together so decisions and implementations move forward without friction.
• Bring the Customer Voice Into Product: Customer feedback often arrives messy and unstructured. You turn it into sharp, actionable insight by identifying patterns, clarifying true priorities, and grounding product decisions in real-world context, while documenting learnings so the entire company moves in sync toward meaningful, scalable improvements.

Who We're Looking For

• A Thoughtful, Empathetic Change Leader: You guide teams through real behavioral and process shifts and know how to turn new ways of working into lasting value.
• Curious and Fast at Understanding Technology & Logic: You enjoy understanding how systems work, learn fast, and explain complex logic in simple terms.
• Strategic, Analytical and Always Two Steps Ahead: You see challenges early, connect product usage to outcomes, and proactively shape the path to success.
• Calm, Credible and Great With Stakeholders: You build trust with operators and leaders, keep conversations grounded in business outcomes, and stay steady under pressure.

Hard Requirements

• 4+ years in Customer Success, Implementation, or similar post-sales SaaS roles
  
  (Seniority helps, but learning velocity matters more)
• Fluent in German and English

Not Quite Your Thing?

This might not be a fit if you prefer:

• Reactive support over proactive ownership and transformation
• Avoiding topics like data flows, forecasting logic, or system integrations
• Ad-hoc workstyles without structured planning and follow-through
• Working only in English: Confident German is essential to guide change
• A narrow role: This one requires breadth, initiative, and clear communication

The Tools You'll Be Using

You'll work with:

• Our PartsOS platform
• HubSpot
• Teamwork, Notion, Slack

Why You'll Love This Role

• Build the Foundation and Shape the ProductYou'll define how Customer Success works at PartsCloud and bring real-world insight into how we evolve PartsOS. Your ideas will shape both our internal playbooks and the product our customers use every day.
• Your Work Directly Moves the Needle
  
  What you do will immediately show up in customer value. You won't wonder whether your work matters - you'll see it in every account.
• Hybrid Flexibility in Berlin: Work with teammates in person regularly, combined with flexible hybrid and workation options.
• Shared Success: Participate in our Virtual Stock Incentive Plan (VSIP) and help build a category-defining company.

Ready to Be Part of Something Big?

If you're excited about helping industrial leaders transform how they plan and serve their customers, we want to hear from you. Join PartsCloud and shape the future of AI-driven spare parts planning.

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