Onboarding Specialist

• Own the KYB & KYC onboarding product
• Own our KYB & KYC product, how we onboard payment company clients, their merchants, and end customers, with KYB and KYC flows that satisfy regulations, like MiCA and FM-GwG, and convert well.
• Own cross-provider KYB orchestration
• Harmonise and simplify KYB requirements with partners like banks, payment rails, and liquidity providers, and orchestrate KYB between clients and partners.
• Reduce onboarding friction through data reuse
• Reuse KYB and KYC work our clients have already done on their merchants and customers. Build data-sharing mechanisms to accept existing due diligence where it holds up.
• Own the compliance product suite
• Partner with Compliance on the roadmap for sanctions screening, transaction monitoring, risk scoring, and fraud prevention, across crypto and fiat, and hold every product to the regulatory bar of the jurisdictions we support: MiCA, US MTLs, and emerging markets.
• Own Travel Rule compliance across products
• Manage Travel Rule compliance across every product, and keep our approach current as rules evolve by jurisdiction.
• Drive automation across compliance flows
• Own the roadmap for automating compliance workflows, replacing manual review and repetitive checks with automation or AI agents, from onboarding decisions to ongoing monitoring.
• Lead responsible use of AI in compliance
• Bring AI into discovery, analysis, and workflow automation across the compliance suite, and handle sensitive and regulated data in line with data protection requirements.
• Partner closely across teams
• Collaborate with Compliance, Legal, Engineering, Partner Engineering, and Design to deliver products that are regulatory sound, reliable, and easy to use.
• Work with our Managing Director and AMLO (Anti-Money Laundering Officer) in Vienna, our CCO in the US, and the other Product Managers to keep compliance aligned with the rest of the platform.
• Drive outcomes, not features
• Define measurable outcomes for every initiative, and use data to guide prioritization, iteration, and investment decisions.
• Communicate clearly and proactively
• Keep teams and leadership aligned on progress, decisions, risk, and learnings, with visibility into what we're building, why it matters, and what we've validated.

Product Manager, Compliance – Onboarding

Customer Success Manager

• Own the post-sale customer relationship from onboarding through to renewal and growth — acting as the primary point of contact for your portfolio of accounts
• Spend the majority of your working week on the road, visiting customers at their sites to support adoption, resolve issues, and strengthen partnerships
• Guide customers through product set-up and help them get the most from their Instagrid systems, reducing reliance on combustion generators
• Monitor customer health metrics and act early to address risks, prevent churn, and keep satisfaction high
• Identify and progress upselling and cross-selling opportunities in close collaboration with the sales team
• Conduct regular business reviews with key accounts, demonstrating value and aligning on shared goals
• Gather customer feedback and relay actionable insights to the Product and Engineering teams
• Coordinate with internal teams to resolve customer issues quickly and effectively
• Keep CRM records accurate and up to date at all times

• B2C-Kommunikation erstellen, die Aktivierung, Engagement und langfristigen Kundenwert fördert
• Verantwortung für die Kundenreise über verschiedene Kanäle (E-Mail, Push, In-App, WhatsApp, SMS, soziale Medien und Direktmailings)
• Entwicklung von starken Willkommens- und Onboarding-Journeys
• Kreative Kommunikation mit Interessenten und Kunden
• Erstellung intelligenter und personalisierter Kundenreisen
• Effiziente Direktmarketingkommunikation über alle relevanten Kanäle

Customer Engagement and Value Manager

Customer Retention Specialist

• Develop and execute retention strategies to proactively reduce churn
• Optimize retention across key customer touchpoints including onboarding and cancellation
• Define retention offers and execute price change campaigns
• Analyze churn drivers and improve dunning processes
• Own retention KPIs and performance reporting
• Lead retention-related projects and collaborate with international teams.

Retention Manager

Implementation Specialist

• Serve as the direct liaison with customers
• Install, maintain, and upgrade equipment
• Use digital analytics for troubleshooting
• Apply basic diagnostic techniques to assess and address technical issues
• Perform preventative and corrective maintenance on various systems
• Coordinate and communicate directly with customers

Customer Engineer

• Onboarding new enterprise customers to our SaaS solution and leading the setup and integration projects
• Acting as a primary point of contact for customer support, handling helpdesk requests, troubleshooting issues, and ensuring timely, high-quality resolutions
• Supporting customers in getting the most value out of our software, combining reactive helpdesk support with ongoing guidance and best practices
• Building strong customer relationships, starting with a successful onboarding, continuing throughout the customer journey using our product
• Collaborating closely with colleagues in our Sales, Product and Engineering teams to deliver on time, in quality and within budget
• Revising our onboarding material and integration process
• Gathering customer feedback and identifying customer needs for the continuous improvement of our product
• Supporting business development with industry partners (e.g., SAP, bpc, Theben)
• Being adaptable to evolving sales strategies and incorporating feedback for continuous improvement

Customer Success Hero – Climate Tech

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases
• Provide immediate onboarding activities
• Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
• Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant
• Support GitLab Services in identifying and recommending training opportunities

Customer Success Architect

• Client Advisory & Project Leadership: You guide clients through all phases of SAP Payroll implementation, capture complex business requirements, and provide strategic advice on best practices.
• Configuration & Customizing: You create sustainable, error-free system configurations within the SAP HCM environment while adhering to the highest quality standards.
• Quality Assurance & Testing: You design and execute comprehensive system tests using self-generated test data to ensure error-free functionality.
• Documentation: You produce precise functional and technical documentation for all implemented work packages.
• Interface Management: In close coordination with the Cluster Lead, you manage your daily priorities, meet deadlines, and communicate status reports and issue analyses transparently to all stakeholders.

German-speaking SAP Payroll Implementation Consultant

• Lead clients through all distinct phases of the SAP Payroll implementation lifecycle.
• Conduct requirement-gathering workshops and translate business needs into technical specifications.
• Build clean, sustainable, and error-free SAP HCM configurations adhering to industry best practices.
• Design and execute rigorous system and regression tests utilizing customized test data to ensure alignment with client specifications.
• Create comprehensive functional and technical documentation for all delivered work packages to ensure seamless system handovers.
• Manage personal deadlines, prioritize deliverables under the guidance of a Cluster Lead, and transparently communicate project statuses, root-cause analyses, and resolutions.

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