Technical Customer Success Manager (m / w / d) - Remote

Intro At refive, we are developing the digital future of brick-and-mortar retail. Our mission is to empower brick-and-mortar retailers to understand, engage, and connect with every customer in-store. We’ve built a product loved by hundreds of retailers and are rapidly scaling in the SMB and enterprise segments. We are trusted by global and local brands like Puma, Gusti Leder, Ma’Loa, Sostrene Grene, and many more. We’re a close-knit team, distributed across three continents with a base in Germany. Tasks Role Overview : We are seeking a dynamic and technically adept individual to manage our key accounts and technical partnerships. This role is pivotal in ensuring our clients derive maximum value from our products while identifying opportunities for growth and collaboration. The ideal candidate will have a strong understanding of technology, enabling them to translate client needs into product solutions and vice versa. Given our current scale, this role will also encompass managing technical partnerships, focusing on integrations and joint commercial activities. Key Responsibilities : Client Relationship Management : Develop and maintain strong relationships with key accounts, ensuring client satisfaction and long-term engagement. Value Optimization : Assist clients in maximizing the value of our products by understanding their needs and providing tailored solutions. Technical Liaison : Act as a bridge between clients and our product team, translating client requirements into actionable product features and updates. Issue Resolution : Monitor client metrics to proactively identify and address potential issues, ensuring timely resolution. Technical Partnership Management : Oversee technical partnerships, facilitating integrations and exploring opportunities for joint commercial activities. Growth Identification : Identify and pursue opportunities for account growth and expansion, both within existing accounts and through partnerships. Technical Responsibilities : Systems Integration : Assess customer technical environments and identify the best approaches for implementing our solution within their infrastructure together with our tech team. Produce Documentation and Training Materials : Create and maintain comprehensive documentation and training materials to guide clients and partners in utilizing our products effectively. Active Customer Monitoring : Analyze client data to identify trends, usage patterns, and potential issues, providing actionable insights to both clients and internal teams. The word is Spoon (you'll need this when applying) Requirements Experience : 3-5 years in customer success, account management, or partner management roles, preferably within the retail technology or marketing tech sectors. Technical Acumen : Strong grasp of technology, including modern commerce systems (POS, CRM, Marketing), web services and APIs, data analysis. You can create clear documentation and training materials, and excel at explaining technical concepts to non-technical customers. Analytical Skills : Proficiency in data analysis to identify issues and opportunities. Communication Skills : Effective communicator who builds trust through clear dialogue and understanding of customer needs. Must be fluent in English; German language skills are a significant advantage. Experience in retail technology, marketing tech, or the retail industry is beneficial. Ability to work effectively in a remote setting, managing time and tasks independently. Benefits The chance to play a decisive role in the digital transformation of the retail industry. A platform for personal and professional development to further your career ambitions. An attractive compensation package including an options model that matches your performance, measured against transparent KPIs. A training budget to support your continuous learning. Work directly with the senior leadership. Weekly team lunch & monthly transport ticket for Berlin-based employees (or comparable for remote). Regular off-sites with the whole team. Closing Please send us your resume and a few lines about yourself and your experience in managing customer success and technical partnerships. We look forward to hearing from you. Join us on our journey to make retail more sustainable, data-driven, and personalized!