Customer Success Manager (w/m/d)

Hotel MSSNGR is seeking a Customer Success Manager (w/m/d) to join our support team in Berlin. You’ll identify the highest impact work, prioritize that work, and deliver improvements in a reliable way. Along the way, you’ll partner with colleagues in sales, product design, engineering, and product management to create a healthy, high-achieving product. This role requires a strong understanding of customer behavior to prioritize the team’s tasks. The successful candidate will be a savvy communicator, talented problem solver and a superb client relationship manager.


  • Ensure long lasting and strong client relationships and represent our client’s voice versus all product stake holders
  • Building and maintaining a strong knowledge base across different channels to onboard, support, and educate our clients efficiently
  • Be the product owner of our support tool Intercom, explore new features, and continuously guarantee for an highly scalable and automated and self-serving support and onboarding process
  • Working in a cross-functional team to improve the product based on the right priorities representing our client’s interests
  • Measuring support performance and identification of key levers of improvement – including automation and analysis of relevant reports
  • Communicate release notes and newsletters to users to ensure a constantly high product use
  • Managing our data entry team of part time workers efficiently

Required skills

  • You have at least one year experience working as a Support Manager or Customer Success Manager
  • Demonstrated customer driven mind-set with preference for services and mobile applications background
  • Excellent communication and teamwork skills
  • Highly detail-oriented and analytic skills
  • A passion for travel and hotels is a highly valued
  • Proficiency in spoken and written German is a plus

Benefits and perks

  • 5 weeks paid vacation
  • No stupid meetings
  • An awesome loft office in Berlin-Kreuzberg
  • Multiple social events, e.g. team dinners, culture & sports, retreats
  • A culture of working remote
  • A fantastic team