Senior Customer Success Manager*in (50-100%) Remote / Freelance / On Site

Role Summary

Imnoo is a high-tech AI software company with a clear mission:

We automate and revolutionize calculation and quotation processes in the manufacturing industry.

With pioneering spirit, state-of-the-art AI technology and deep industry understanding, we support CNC manufacturers in the MEM industry to fully exploit the opportunities of Industry 4.0.

Our goal is to radically simplify complex processes, increase efficiency and actively shape the digital future of the manufacturing industry.

Become part of our team, contribute your talent and energy and shape the next generation of industrial software with us.

Mission

We are looking for a Senior Customer Success Manager with a passion for digitalization, manufacturing and modern SaaS solutions.

You enjoy direct customer contact, think procedurally, act proactively and want to support our customers in achieving maximum added value with Imnoo.

Responsibilities

• Active and continuous support for our existing customers throughout the entire customer lifecycle
• Development and further development of the customer success function for new and existing products
• Implementation and continuous improvement of digital onboarding and enablement processes
• Proactive identification of upselling and cross-selling potential among existing customers
• Close collaboration with sales, marketing and product management to improve the customer experience
• Analysis of customer behavior and systematic recording of customer needs
• Testing, verification and structured introduction of new functionalities to the customer
• Building processes, templates and tools to scale and professionalize customer success
• Technical guidance and coordination of internal sales in the area of customer engagement

Requirements

• Experience in the manufacturing industry or in the SaaS environment - must have!
• Experience in customer success, customer support or onboarding - must have!
• Very good knowledge of spoken and written German and English - a must have!
• Strong communication skills and enjoyment of active, solution-oriented customer service
• You work in a structured, responsible manner and maintain an overview even in a dynamic environment
• Hands-on mentality and willingness to take responsibility for issues and customers
• Experience in setting up and implementing customer onboarding and enablement processes is an advantage
• You feel comfortable in a scale-up culture, go the extra mile and actively advance topics
• You enjoy making customers successful and achieving measurable results in customer success
• Interested in manufacturing, SaaS, artificial intelligence or digital processes

Benefits

• Active participation and responsibility in building and scaling customer success at Imnoo
• Flat hierarchies, short decision-making processes and a young, dynamic team
• Responsibility from day 1 – with a lot of freedom of choice and creative freedom
• Varied tasks with a high level of customer and product proximity
• Great freedom for your own ideas, initiative and continuous improvements
• Flexible working hours, fully remote