Customer Success Manager at PeopleXR

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

23 Dec, 26

Salary

80000.0

Posted On

24 Sep, 26

Experience

19 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

YOUR TASK

Own the case. Connect the dots. Make it better.

As a Customer Success Manager (m/f/d), you report to the Customer Operations Lead and take responsibility for a defined part of the customer journey – from move-in to move-out. You go a step further than traditional customer service: While a typical agent might resolve a single ticket, you track the case across departments until it is truly closed.

You are the first point of contact for our customers – you respond quickly, resolve issues and ensure that everyone feels truly heard and well cared for.
You are responsible for the complete handling of your cases throughout the entire customer lifecycle – move-in, contract changes, complaints, claims processing, move-out and everything in between.
In complex or cross-departmental cases, you are the central point of contact.
You work closely with Credit Management (e.g. on payment agreements, dunning issues and sensitive financial topics)
You coordinate with the facility management regarding maintenance requests, access problems, and everything that happens on site.
You recognize recurring problem patterns and turn them into concrete suggestions for improvement.
You keep customer data in our systems up-to-date and complete.
You step in during peak times and support the team.

You bring with you

YOUR PROFILE

We're looking for someone who takes real pride in seeing a case through to the end – not just passing it on. Someone who doesn't simply walk past a cumbersome process without already considering how it could be improved.

Experience in customer service, customer success, or another service-oriented role (e.g., hotel, tourism) – career changers and motivated recent graduates are very welcome.
Genuine customer focus, coupled with the acceptance that not every issue can be resolved immediately or completely.
The instinct to think in interconnected processes – you look beyond your own task and recognize how a case touches other areas.
Process thinking that uncovers inefficiencies and contributes improvement ideas – instead of simply working around them.
Solution-oriented thinking as a basic attitude – when faced with problems, your first impulse is to find a practical solution.
Frustration taunt dance – you remain calm, friendly and constructive even in difficult conversations.
The willingness to take on responsibility beyond a single phone call or email.
Strong communication skills, both written and verbal, and a genuine enjoyment of teamwork
Technical aptitude and willingness to work with different systems

Responsibilities

YOUR TASK

Own the case. Connect the dots. Make it better.

You are the first point of contact for our customers – you respond quickly, resolve issues and ensure that everyone feels truly heard and well cared for.
You are responsible for the complete handling of your cases throughout the entire customer lifecycle – move-in, contract changes, complaints, claims processing, move-out and everything in between.
In complex or cross-departmental cases, you are the central point of contact.
You work closely with Credit Management (e.g. on payment agreements, dunning issues and sensitive financial topics)
You coordinate with the facility management regarding maintenance requests, access problems, and everything that happens on site.
You recognize recurring problem patterns and turn them into concrete suggestions for improvement.
You keep customer data in our systems up-to-date and complete.
You step in during peak times and support the team.

You bring with you

YOUR PROFILE

Experience in customer service, customer success, or another service-oriented role (e.g., hotel, tourism) – career changers and motivated recent graduates are very welcome.
Genuine customer focus, coupled with the acceptance that not every issue can be resolved immediately or completely.
The instinct to think in interconnected processes – you look beyond your own task and recognize how a case touches other areas.
Process thinking that uncovers inefficiencies and contributes improvement ideas – instead of simply working around them.
Solution-oriented thinking as a basic attitude – when faced with problems, your first impulse is to find a practical solution.
Frustration taunt dance – you remain calm, friendly and constructive even in difficult conversations.
The willingness to take on responsibility beyond a single phone call or email.
Strong communication skills, both written and verbal, and a genuine enjoyment of teamwork
Technical aptitude and willingness to work with different systems