RaiseNow AG – Customer Success Manager – Berlin – Germany

February 25, 2023
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Job Description

PLEASE NOTE: this position can be occupied in Berlin, Zurich or completely remote in Germany or Switzerland.

Are you a proactive person who simultaneously keeps an eye on the operational level and pushes strategic topics? You want to help RaiseNow, an innovative Tech4Good company, develop a proactive customer journey and move away from reactive support?
As Customer Success Manager you report directly to our CS lead Anna. Together with our Product and Marketing teams you will set up efficient processes and break down tricky workflows. This role is perfect for anyone wanting to use their experience to do good by helping NGOs succeed in their fundraising efforts.

Your mission

As Customer Success Manager (f/d/m), you will be responsible for building and rolling out a success plan that scales for different segments and customer profiles. Depending on the customer needs and segments, your activities will vary, and you will be responsible for working on predefined clusters, such as activation of inactive customers, driving engagement, and unveiling more product usage.

In detail, you will

  • Troubleshoot any issues that arise, providing 1st level support to our customers
  • Work hand in hand with the product team and make suggestions for improvements to better respond to the needs of our customers
  • Keep our external Knowledge Base, as well as internal documentation, up to date with a focus on how customers can make the best use of RaiseNow products

In the long run, you will

  • Work on the customers’ health by setting up efficient processes and breaking down tricky workflows into easy-to-follow step-by-step playbooks
  • Host training video calls or even webinars to improve the health/engagement of our customers

Please note: This role includes both Customer Support and Customer Success elements. You will play a central role in driving our Customer Success agenda forward. Therefore, your tasks will also change over time.

Your profile

  • At least 1 year of experience working in a customer-facing environment, preferably working as a customer success or support agent in a technical environment
  • Industry experience in SaaS
  • Strong communication skills in English (C1) and German (C1)
  • Experience with CRMs and ticketing tools such as Hubspot, Salesforce, Jira, and Zendesk is a strong plus
  • Affinity for technology and its perks is an advantage (e.g. HTML, CSS, JavaScript, YAML)
  • Calm, creative, and curious personality to suggest solutions and troubleshoot
  • Independent and proactive working style with great time management skills

Nice to have:

  • Past experience with non-profit/fundraising scene
  • French language skills

If you’re passionate about using your skills to help make a difference, you’ve come to the right place!

Why RaiseNow

__We are particularly proud of our open and transparent culture. Apart from that you can expect

  • A future-oriented job in a meaningful environment with an international team (more than 10 nations)
  • All the flexibility you need: at RaiseNow you can work where and when it’s best for you. We offer flexible work schedules with annual work hours, as well as the opportunity to temporarily work abroad – all in a remote first setup
  • 5 weeks of paid annual leave plus 1 extra day per year at RaiseNow + your birthday as PTO, so 31 days after 5 years
  • 5 days a year are available for your personal or professional development – with full pay
  • We know that time is precious: we are part of the pledge 1% initiative and offer sabbatical options
  • The advantages of a scale-up: short decision-making processes, transparent communication and regular team events
  • One workation per year to meet all colleagues in one place
  • An innovative work environment with a culture of transparency, trust and mutual respect
  • Project autonomy and room for personal development right from the start