B2C Customer Success Manager (m/f/d)

As the B2C Customer Success Manager, your mission is to lead a dynamic transformation in customer satisfaction. Utilizing data-driven strategies, you'll streamline workflows, optimize customer support processes, and champion a culture of continuous improvement.

Your expertise will set new benchmarks in customer success excellence and the Carly customer journey overall.

Tasks

• Collaborating with various internal teams, including Marketing and Automotive, to foster a seamless and efficient workflow, ensuring an elevated customer experience.
• Utilizing data-driven insights to make well-informed decisions, constantly evaluating customer success performance against established benchmarks.
• Developing and executing strategies to reduce costs in customer success processes, while also maintaining close oversight of all customer-related communication journeys esp.

advanced technical customer support, internal and external.

• Proactively identifying and addressing potential customer success risks to safeguard and enhance performance & reputation.
• Diligently maintaining records and delivering comprehensive reports to lead management concerning customer success changes and advancements.
• Assuming responsibility for customer-centric processes and employing technology quality key performance indicators (KPIs) to enhance the overall customer experience.

Requirements

• You have 2+ years of proven experience in a Customer Success role or a similar Operations-facing position.
• You enjoy providing valuable feedback to your team, adjusting your work based on quarterly feedback, and actively pursuing additional insights for personal and team development.
• You excel at juggling a busy workload, supporting and guiding other team members to keep things running smoothly.
• You take an active role in projects, guide your peers, and eagerly tackle problems, always seeking ways to improve and grow.
• You are a team player, who respects and contributes to fostering a positive work environment while agilely handling challenges.
• You are fluent in English; German is a nice-to-have.

Benefits

• An inclusive company culture and extremely motivated people
• High impact and responsibility in a very successful and fast-growing company and brand
• Strong management team with proven track record in successful startups to learn from
• A competitive compensation and 100% fully supported company equipment
• A high learning curve with all the possibilities for personal growth and professional development
• No walls, no limits, no bureaucracy just unlimited potential
• The nicest and most international team in the stylish brand-new office, in the heart of Munich with an amazing view on the Alps
• To learn more about our vibrant company culture feel free to visit our Career & Culture page.

Carly is a cartech company improving car repair and maintenance for millions of car fans worldwide. We provide curated repair and maintenance knowledge and package it in a suitable format.

With the help of our product, our customers receive actionable advice. They can then cover a large part of their repair and maintenance on their own, placing them back in control over their vehicles.

While we have been steadily growing and providing new services to our customers over the past years, there is still so much to do, and you can help us achieve it.

So join us in our central Munich offices and help us bring joy to more car fans worldwide.