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Karla

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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer onboarding, satisfaction, and product adoption, leveraging analytical skills to synthesize customer feedback into actionable insights. Proficient in both German and English, with a strong interest in AI, SaaS, and e-commerce to drive user retention and account growth.

Highest-signal resume keywords
Customer Success ManagementSaaS ExperienceProficiency In German & EnglishAnalytical MindsetExperience With AI Tools

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
Customer OnboardingData AnalysisAccount Expansion StrategiesChurn ReductionUpsell ConversionAutomation ProcessesCustomer Feedback SynthesisProduct Adoption StrategiesGrowth MindsetSolution-Oriented Approach
Soft Skills
Proactive AttitudeMotivation To LearnSolution-Oriented Mindset
Tools & Technologies
KlaviyoShopifyShopwareFigma
Industry Keywords
SaaSE-CommerceCustomer ExperienceMarketingAI

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 ☀️