HERO Software

Customer Success Manager

HERO Software

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Holistic onboarding of new customers: You guide customers through the first steps with our software, explain features clearly, and adapt to each customer's level of digital maturity and operational challenges.
  • Structured delivery of training sessions: You run customer meetings professionally, confidently, and with a strong presence.
  • Developing customers during the early adoption phase: You identify optimization potential, recommend appropriate workflows, and ensure customers can use the software quickly and successfully.
  • Analysis of customer needs & usage patterns: You use feedback and data to understand where obstacles exist and initiate concrete measures for improvement.
  • Identifying upsell & cross-sell opportunities: You spot early which additional modules or features create real value for customers and prepare targeted recommendations.
  • Shaping the customer journey during onboarding: You contribute ideas to improve our processes — from training concepts and communication flows to customer-health indicators.
  • Close collaboration within the team & with other departments: You work with Sales, Support, and Product to drive customer success together.

Requirements

  • Several years of Customer Success experience: You have at least 2–3 years of hands-on Customer Success experience — in onboarding or account management.
  • Strong communication skills: You explain complex topics clearly and understandably — also for less digitally savvy customers.
  • Enthusiasm and the ability to engage others: You can win people over to digital solutions and bring them along.
  • Structured thinking: You recognize patterns, prioritize effectively, and guide customers confidently through processes.
  • Experience in a SaaS environment: You understand dynamic software products and know how to communicate their value.
  • Tool skills (desirable): Experience with Salesforce, Google Workspace, and Calendly.
Benefits
  • Flexible hours and location-independent remote work, supported by a Germany-wide public transport ticket (Deutschlandticket) subsidized by €29.
  • 30 vacation days (including Dec 24 & Dec 31) and additional days off (wedding, moving, birth).
  • One volunteering day for a social project that matters to you.
  • Stay fit with a company bike (Jobrad) and sports offers from Hansefit or EGYM Wellpass.
  • Access to the full offering of our mental-health partner Bloom.
  • You also benefit from additional company health insurance through Allianz.
  • Monthly professional shoulder and neck massage at our Hanover office.
  • An annual learning & development budget currently €800 for courses, books, or coaching.
  • Regular feedback and development meetings to support your career goals.
  • A clear HERO career plan to enable internal growth.
  • Amazing summer and Christmas parties as well as regular team events.
  • Annual co-workations with the HERO team within the EU.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessOnboardingAccount ManagementData AnalysisWorkflow OptimizationUpsellingCross-sellingTraining DevelopmentProcess ImprovementCustomer Journey Mapping
Soft skills
CommunicationEnthusiasmEngagementStructured ThinkingPattern RecognitionPrioritizationConfidenceCollaborationAdaptabilityProblem Solving