Customer Success Manager – E‑commerce (Germany)

About the role

We are seeking a Customer Success professional to lead and optimise the end‑to‑end customer journey for our fast‑paced e‑commerce business in Germany. You will act as a strategic partner across sales, logistics and service teams, driving satisfaction, retention and growth in a remote‑first environment.

Key responsibilities

• Own and execute the customer experience strategy from pre‑sales communication through onboarding and after‑sales support.
• Design and scale customer‑success processes, KPIs and workflows aligned with company growth.
• Lead, mentor and coordinate distributed support, after‑sales and service teams and partners.
• Handle consultative sales communications via email, SMS, social media and other digital channels.
• Oversee quote generation, invoicing and order coordination using Shopify and QuickBooks.
• Manage onboarding, equipment setup and liaison with technical installation partners.
• Address product usage, logistics, damage, return and service inquiries.
• Collaborate with logistics to resolve delivery and return issues and implement process improvements.

Required profile

• Minimum 5 years of experience in customer success, operations or client‑facing roles.
• At least 2 years of leadership or team‑management experience.
• Strong background in e‑commerce operations and customer lifecycle management.
• Excellent written and verbal communication with high attention to detail.
• Analytical, problem‑solving mindset with ability to manage multiple priorities.

Required skills

• Shopify
• QuickBooks