Customer Success Manager

Karla

Customer Success Manager at Karla transforming e-commerce customer experiences. Managing customer lifecycles and driving retention strategies in a tech & AI focused role.

Posted 7/1/2026full-timeBerlin • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage customer onboarding, conduct check-ins, and help ensure customer satisfaction & product adoption.
Collect, structure, and synthesize customer feedback into actionable insights for the product team.
Work on strategies to expand accounts, boost Customer Lifetime Value, and actively reduce churn.
Identify opportunities & pain points, match them with Karla modules, prepare demos, and help drive upsell conversions.
Support in automating onboarding and customer success processes to make our workflows more scalable and efficient.
Take ownership of strategic initiatives that bridge customer success, product, and marketing — designing, testing, and rolling out scalable improvements to drive user adoption and retention.

Requirements

What you’ll need

A few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works
Proficiency in German & English is mandatory
Analytical mindset – you enjoy working with customer data and feedback.
A proactive, solution-oriented way of working and motivation to learn fast.
Growth mindset and the motivation to put new ideas into practice.
AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset
Interest in AI, SaaS, e-commerce, marketing, and customer experience.
Bonus points for: Experience with Klaviyo or other ESPs/CRMs
Experience with Shopify, Shopware or other shop systems
Experience with Figma

Benefits

Comp & perks

A steep learning curve & customer success coaching by your team lead
Direct collaboration with the founders and across teams
Ownership and responsibility from day one.
Flexible working conditions tailored to personal preferences and life circumstances.
A modern office in Berlin-Mitte with the team.
Insights into the Berlin startup ecosystem and exposure to top D2C brands
Discounted wellpass membership
Very cool team offsites every now & then ☀️

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer OnboardingData AnalysisAccount Expansion StrategiesChurn ReductionUpsell ConversionAutomation ProcessesCustomer Feedback SynthesisProduct Adoption StrategiesGrowth MindsetSolution-Oriented Approach

Soft Skills

Proactive AttitudeMotivation To LearnSolution-Oriented Mindset