Customer Success Manager Berlin

At Compa we’re transforming the way architects operate by simplifying administrative tasks with user-friendly software, freeing them to focus on creativity and client success. Our vision is to be the main operating system for construction SMBs, empowering them to create groundbreaking architecture and construction, continuing Europe\’s thousand-year legacy of building excellence.

We’re a Berlin-based startup with 13 employees and we are backed by VCs like LocalGlobe and Atlantic Labs, as well as renowned angel investors from companies like SumUp, Klarna, and Transferwise. We’re proud to have already hundreds of satisfied customers – and this is just the beginning!

About the role

As our first customer success hire, you’ll have the unique opportunity to shape and own our customer success approach from the ground up. You will play a key role in leading our customer success efforts, with a strong focus on creating a joyful experience for new and existing customers.

Your responsibilities will range from onboarding new users, helping existing users via Chat, Email and Phone, crafting content that helps customers, prioritizing product opportunities and iterating on the user journey.

You will be reporting directly to the Founder & CEO and these will be your key responsibilities:

1. Customer onboarding: Onboard every new user that needs help in a video call. Engage with them until they are activated and happy.
2. Customer support: Help users that are stuck, have questions or feedback via chat and in video calls.
3. Improve customer activation: Spot architects in our funnel that are a great fit, but did not start using Compa. Proactively approach them and see if you can help them succeed with Compa.
4. Events, community and referrals: Start a community around our biggest fans.
5. Own retention and upsells: Help existing customers discover new products and help them make a decision to buy. Make sure that customers don’t slip.
6. Create content: Create Videos, Help center, Blogs, Emails that help existing customers with problems.
7. Manage bugs and improvement requests: Monitor what customers need from product and make sure the important improvements are on the roadmap.

Who we’re looking for

1. Experience: 3+ years of B2B SaaS customer success / sales experience in a fast-paced environment.
2. German language & communication skills: Fluency in German at a native level is a must, along with excellent communication skills to effectively engage with our German target audience.
3. Quick learner: You will need to learn our product inside out.
4. Tech-Savvy: You will need to work with tools like webflow, intercom, customer.io, and video editor to reach our goals.
5. Pragmatic & results-driven: You prefer executing over planning. When in doubt, we call the customer.

Why Join Us

Compa is on a rocket ship trajectory, with over 30k website visitors and 1.2k inbound leads. Our NPS is consistently above 70 and 67% of our customers say that they would be very disappointed if they could no longer use our product (Sean Ellis Test). In other words, Compa is at an inflection point with strong PMF signals. This is the best time to come on board and build our Customer Success motion from scratch. So far our founder has owned Product, Sales, Customer Success, and Customer Support. The results speak for themselves and high customer love can be felt with every customer interaction. See for yourself our Trustpilot reviews (those are real)! Now with growing demand, we need helping hands.

Impact: Play a pivotal role in shaping our overall Customer Success initiatives and directly influencing the company’s growth trajectory.

Growth: Seize the opportunity to own all customer success efforts, innovate, and make your mark as our founding customer success hire.

Flexibility: Benefit from the flexibility to work remotely or from our Berlin office.

If you’re passionate about making customers succeed and have a desire to make a significant impact, we’d love to hear from you. Email to apply!

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