Customer Success Specialist

The Customer Success Specialist is responsible for increasing long-term customer retention by providing support, onboarding assistance, and making FastBill Premium and Monsum more appealing to existing customers. They proactively engage with customers to make recommendations that demonstrate the value of the products and ultimately increase retention. The role involves onboarding new customers, handling customer feedback, establishing and maintaining customer relationships, improving customer satisfaction, and collaborating with Sales and Marketing. The ideal candidate has experience in a customer-facing role, strong interpersonal and problem-solving skills, and proficiency in both German and English.

• Onboard new customers to FastBill Premium and Monsum, ensuring a smooth transition onto the platform
• Handle customer feedback for FastBill Premium and Monsum through scheduled feedback calls and churn calls
• Handle transactions and receipts for FastBill Premium and Monsum customers
• Establish and maintain customer relationships to gain their trust and respect
• Build long-term relationships with customers, providing ongoing support and guidance
• Identify and implement strategies to improve customer retention and satisfaction
• Work closely with Sales and Marketing to provide feedback based on customer feedback
• Develop a deep understanding of the products and services and communicate the benefits to customers
• Contribute to the development of customer success strategies and initiatives
• Proven experience in a customer-facing role, ideally within a SaaS environment
• Excellent interpersonal and communication skills, with the ability to build strong relationships with customers
• Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Native in German and bilingual proficiency (fluent) in English, both spoken and written
• Solid understanding of business processes
• Experiences in improving and creating structures or operational workflows
• Conflict management skills
• Knowledge of invoicing, accounting, and banking processes is a plus

• Proven experience in a customer-facing role, ideally within a SaaS environment
• Excellent interpersonal and communication skills, with the ability to build strong relationships with customers
• Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a team
• Native in German and bilingual proficiency (fluent) in English, both spoken and written
• Solid understanding of business processes
• Experiences in improving and creating structures or operational workflows
• Conflict management skills
• Knowledge of invoicing, accounting, and banking processes is a plus

• Comprehensive Compensation and Wellness Benefits, including Pension Plan, stock options, generous time off, and annual healthy living credit
• Perks that Matter, including Peer Recognition Program, Employee Assistance Program, headphone credit, and meaningful in-person gatherings
• Working Environments to Help You Thrive, with beautiful office spaces in Germany, Croatia, and Netherlands, and home office credit for remote employees
• Supportive Peer Group, Mentors, and Leaders, fostering a strong sense of belonging and collective impact
• Accelerated growth, with dedicated company onboarding, career development, coaching, training, and learning opportunities
• Equal opportunity employer, promoting diversity and inclusion
• Employment accommodation during the recruitment process for accessibility needs