At our core, we are an international yet family-owned company that places immense value on our employees, recognizing them as the heart of our success. We're entrepreneurs, not managers, and we foster a culture of innovation and creativity, blending a tech-focused approach with a commitment to maintaining a humane, supportive work environment.
We seek individuals who bring not only skills but also a positive attitude and a commitment to excellence, regardless of vocation and background. Nonetheless, we require you to effortlessly integrate into our team's collaborative spirit.
If you're looking to make a meaningful impact in a company that appreciates and rewards dedication, you'll find a welcoming home with us.
We are looking for: Customer Success & Product Manager (m/f/d) – Pharma SaaS
arex PHARMA is a pharmaceutical trading and technology group headquartered in Schäftlarn near Munich, with offices in Prague. Our German team, which you'll be joining, is developing NexRx, our SaaS platform for pharmaceutical supply chain compliance. Despite our pharma-background, we are a technology-driven company in every part of the business.
The Product
NexRx turns FMD verification (the EU's Falsified Medicines Directive) from a bottleneck into a fast, camera-based scanning workflow. The platform (a mobile scanning app plus a backend portal) has been in active daily use with wholesalers in the Czech Republic and is validated across 12 EU countries. We're now taking it to market across Europe and building the team to match. This is a unique opportunity to work in a stable company with a startup mindset.
The Role
You'll be the bridge between our customers and our development team, making sure NexRx is easy to adopt, well-documented, rigorously tested, and continuously improving. Three pillars:
1) Customer success & onboarding
Own the customer journey: onboarding, training, support, retention
Run day-to-day support via Freshdesk, including SLAs, escalations, and FAQ maintenance
Be the voice of the customer internally and translate feedback into clear requirements for the dev team
2) Documentation & enablement
Create and maintain user manuals, tutorial videos, knowledge base articles, and demo environments for NexRx Scan and the NexRx Portal
Keep all customer-facing content aligned with releases and regulatory updates
Contribute to GDP/GxP-relevant documentation with our quality management team
Test new features and releases across the NexRx ecosystem from the customer's perspective, documenting bugs, usability issues, and edge cases
Help establish QA standards within our ISO 9001 / GAMP 5 framework and work with developers on acceptance criteria
Contribute to API documentation and to the product roadmap based on market feedback
Who you are
Ideally you bring experience across all three pillars. Realistically, if you're strong in one or two and genuinely eager to grow into the rest, we'd love to hear from you, whether your background is in customer success, technical support, product operations, QA, or technical writing in a SaaS environment.
What matters regardless of background:
- Structured and self-directed: comfortable owning processes end-to-end in a small team, from drafting a tutorial to filing a bug report
- A strong writer: you produce clear, well-structured content for both end users and technical audiences
- Technically fluent: you understand how apps, APIs, and backends fit together and can communicate precisely with developers
- Quality-minded: detail-oriented and rigorous, which matters in a regulated pharma context
- Flexible and startup-minded: in a small, fast-moving team, you're happy to roll up your sleeves and jump in wherever you're needed, even outside your primary role
- An excellent communicator in English. Czech and German are a significant plus given our Prague-based colleagues
Nice to have
- Freshdesk or similar helpdesk platforms
- Atlassian tools (Jira, Confluence)
- Pharmaceutical logistics, distribution, or pharmacy/wholesale operations
- Experience with ISO 9001
- Video tutorials or screen-based training content
- App testing tools or basic test automation
- Subscription billing and SaaS lifecycle tooling
- Basic scripting or coding
What we offer
- A product at its commercial launch point: your fingerprints will be on everything from the knowledge base to the QA process
- Short paths and real decision-making power. You work directly with the founder and the development team, not through layers
- The stability of an 18-year-old, profitable company combined with the pace of a startup
- A genuinely international setup across Munich and Prague
- A compact team with an in-office culture, meeting in a beautiful loft-style office in Schäftlarn (located right next to the S7 S-Bahn station)
- 25 days of vacation
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