Patronus Group

Operations Manager, Customer Success – German-speaking

Patronus Group

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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About the role

  • Hands-on involvement in day-to-day operations to directly understand customer needs and derive sustainable process improvements
  • Analyze recurring customer inquiries and feedback, deriving actionable recommendations to continuously improve processes and the customer experience
  • Define, track and optimize relevant KPIs, SLAs and performance data, and translate findings into operational improvements
  • Identify optimization opportunities in customer service and support Customer Success leads in IT- and AI-enabled scaling, automation and process optimization
  • Own results and KPI development for designated areas; develop solutions for complex inquiries to ensure long-term customer satisfaction
  • Lead cross-functional projects to achieve OKRs (e.g., efficiency gains, CSAT optimization, scalability)

Requirements

  • 2–5 years of experience in Customer Success or customer service, ideally in a tech-driven or fast-growing environment
  • Strong data affinity and confident use of CRM, BI and analytics tools
  • Process-oriented mindset, quick identification of inefficiencies and structured, sustainable implementation of improvements
  • Clear and persuasive communication, an empathetic manner and enthusiasm for our product
  • Structured, solution-oriented working style and proactive drive to scale, automate and optimize processes
  • High affinity for technology and AI, leveraging automation as a scaling lever
  • Hands-on operational involvement to derive improvements first-hand
  • Fluent German at C2 level, both spoken and written
  • Good English skills (at least C1)
Benefits
  • Urban Sports Club membership for your fitness
  • Family & Friends coupon for the Patronus watch
  • Up to 30 days of vacation (starting with 26 days in the first year and 28 days in the second year)
  • Annual Learning & Development budget for personal learning and growth
  • Clearly structured career framework for your professional development
  • 360-degree feedback reviews (twice a year) to support your professional and personal development
  • Exclusive corporate benefits with great offers
  • Discounts at restaurants near the office
  • Choice of hardware (MacBook or Lenovo)
  • Modern office in the vibrant Friedrichshain district
  • Job ticket for a stress-free daily commute
  • Up to 2 days per week of remote work
  • Get moving: lease a bike at a discounted rate via Mein Dienstrad
  • Regular company and team events to foster team cohesion
  • Team spirit instead of cutthroat mentality — we achieve more together
  • Help develop a product that delivers real societal value
  • Quarterly company brunches for networking and exchange
  • One company volunteering day per year where we do something good together
Applicant Tracking System Keywords

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

Hard Skills & Tools
KPI developmentSLA managementprocess optimizationdata analysiscustomer experience improvementautomationAI-enabled scalingCRM toolsBI toolsanalytics tools
Soft Skills
clear communicationpersuasive communicationempathyenthusiasmstructured working stylesolution-oriented mindsetproactive drivecustomer satisfaction focuscross-functional collaborationquick identification of inefficiencies