Lead Customer Success Manager

Meistens ist Kundenbetreuung reaktiv, transaktional und schnell wieder vergessen. Wir wollen das Gegenteil. Proaktiv auf Kund:innen zugehen, bevor überhaupt ein Problem entsteht. Bei den kleinen Dingen mehr geben, als man müsste – denn genau das macht den Unterschied, der Kund:innen über Jahre bleiben lässt. Gute Kundenbetreuung ist für uns kein Kostenfaktor. Sie ist der Grund, warum Verträge verlängert werden, warum Empfehlungen kommen, und warum Kunden zu fans werden.

Tasks

Deine Aufgaben

• Du arbeitest eng mit Produkt und Engineering zusammen und übersetzt rohes Kund:innen-Feedback in klare Impulse für das, was wir als Nächstes bauen
• Du behältst die Nutzung über unseren internen KI-Agenten im Blick, erkennst Probleme früh und gehst auf Kund:innen zu, bevor sie sich melden müssen
• Du machst zufriedene Kund:innen zu unserem Wachstumsmotor – über Case Studies und Empfehlungen
• Du gestaltest mit, wie Customer Success bei uns aussieht, während wir skalieren: Playbooks, Prozesse, Hiring
• Du erkennst Expansionspotenzial – angrenzende Use Cases, Abteilungen und Workflows, in denen wir noch nicht sind

Requirements

Was du mitbringst

• Exzellente Kommunikation und ein echtes Growth Mindset

Benefits

Benefits

• Attraktive Vergütung im Vergleich zu anderen CS-Rollen
• Mittagessen und Verpflegung übernommen, dazu eine eigene Barista im Office
• Flexibles Wellness-, Pendel- und Weiterbildungsbudget – ohne Freigabe-Hürden
• Echte Entwicklung: Der Weg zum:zur Head of CX steht dir offen. Und egal, ob du langfristig bei uns wachsen willst oder nicht – du sammelst hier Erfahrung, die du in einem der am schnellsten wachsenden Startups Berlins so schnell nirgendwo sonst bekommst

Über VOUND

Öffentliche Ausschreibungen machen 14 % des EU-BIP aus – über zwei Billionen Euro pro Jahr.

Jede Schule, jedes Krankenhaus, jedes Stadion, das du um dich herum siehst, ist über diesen Prozess entstanden. Und genau dieser Prozess ist grundlegend kaputt: zu langsam, zu teuer, so ineffizient, dass Projekte Jahre länger dauern, als sie eigentlich müssten.

Das ändern wir.

Bei uns finden Architektur- und Ingenieurbüros passende Ausschreibungen in unter einem Tag – und können sich direkt bewerben.

Früher haben sie dafür Wochen gebraucht. Wir sitzen in Berlin, sind seit weniger als acht Monaten am Markt, wachsen schnell und sind von Tag 0 an profitabel.

Mehr als 100 der Top Architektur- und Ingenieurbüros Deutschlands arbeiten bereits mit uns.

Find Jobs in Germany on Arbeitnow

Position Details

• Job Title: Lead Customer Success Manager
• Company / Organisation: VOUND
• Location: Berlin
• Employment Type: Full-time
• Field / Industry: Customer Support
• Work Arrangement: On-site or hybrid - Berlin

About This Opportunity

This full-time opportunity at VOUND is an excellent opening for experienced professionals in the field of customer success and support. The role is structured around an on-site or hybrid environment based in Berlin and is designed for candidates who are ready to make a meaningful contribution from the moment they join.

Based in Berlin, this role offers the opportunity to collaborate closely with a local team in a structured professional environment. Candidates currently based in the area or open to relocation are strongly encouraged to apply.

Whether you are an established practitioner in customer success and support or a highly skilled professional looking for your next challenge, this Lead Customer Success Manager role offers the platform to apply your expertise in a real-world, results-oriented environment. VOUND is looking for a candidate who can hit the ground running and add genuine value to the team.

Who Should Apply

This role is ideal for candidates who have a solid background in customer success and support and a demonstrable track record of delivering high-quality results. You should possess empathy, clear communication, patience, and a proactive approach to problem resolution. Experience working with customer support platforms, ticketing systems, and CRM and live-chat tools will be an advantage, though a commitment to continuous learning and professional development is equally valued.

Beyond technical or domain expertise, VOUND is looking for someone who communicates clearly, collaborates effectively with colleagues and stakeholders, and takes ownership of their work from start to finish. If you thrive in a professional environment and are passionate about the opportunity to deliver exceptional customer experiences and build lasting client satisfaction and loyalty, we encourage you to apply.

Key Competencies for This Role

Successful candidates for the Lead Customer Success Manager position at VOUND will typically demonstrate the following core competencies:

• Domain expertise - a strong foundation of knowledge and hands-on experience in customer success and support
• Problem-solving ability - the capacity to identify challenges, think critically, and implement practical solutions efficiently
• Communication skills - clear and professional communication with colleagues, stakeholders, and partners at all levels
• Self-management - strong time management and the ability to prioritise a varied workload while meeting deadlines
• Team collaboration - a collaborative and supportive approach to working alongside colleagues across departments or locations
• Adaptability - the ability to respond positively to change and thrive in a dynamic, evolving work environment

How to Apply

To apply for this Lead Customer Success Manager position at VOUND, click the "Apply Now" button on this page. You will be taken directly to the official application page where you can complete and submit your application.

Before applying, please ensure that your CV or résumé is fully up to date and clearly highlights your experience and accomplishments in customer success and support. If a cover letter is included or requested, tailor it specifically to this role and explain how your background, skills, and goals align with what VOUND is looking for in a Lead Customer Success Manager.

All applications for this role are processed directly by VOUND. Career Nest facilitates the job discovery process and does not pre-screen or forward applications on behalf of employers. There are no fees for job seekers at any stage of the application process.

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