Sparkify is a Berlin-based documentation software company. We are hiring our first dedicated Customer Success Manager to own the entire post-signup journey as we scale beyond 100 clients. This inbound-only role focuses on onboarding, trial nurturing, first-level support, and expansion; there is no cold outreach, and conversations with customers happen via phone, email, and video calls. Responsibilities: Onboarding new customers—set up their workspace, guide them through the app, connect their testing device, and help them generate their first PDF report. Guide trial customers toward conversion using proven email sequences and phone calls. Provide first-level support via in-app tickets, emails, and calls, escalating complex issues to engineering. Manage multi-seat rollouts (10–15 licenses), consolidate workspaces, and prompt upgrades as accounts grow. Own and improve our knowledge base, FAQs, and help articles; turn repetitive questions into FAQs or videos. Capture customer feedback and share it with product and engineering, coordinating with Wiha's field and wholesale channels. Collaborate with Marketing to translate patterns in customer feedback into FAQs, knowledge-base articles, or customer success stories. Use Pipedrive CRM, our own platform, and existing dashboards. Requirements: Native-level German, and good English. Experience in customer success, onboarding, or support for a SaaS product (or a background in the electrical trade with a motivation to move to software). Strong phone skills; you won't reach electricians via email alone. Technically curious about measure

Sparkify is a Berlin-based documentation software company. We are hiring our first dedicated Customer Success Manager to own the entire post-signup journey as we scale beyond 100 clients. This inbound-only role focuses on onboarding, trial nurturing, first-level support, and expansion; there is no cold outreach, and conversations with customers happen via phone, email, and video calls. Responsibilities: Onboarding new customers—set up their workspace, guide them through the app, connect their testing device, and help them generate their first PDF report. Guide trial customers toward conversion using proven email sequences and phone calls. Provide first-level support via in-app tickets, emails, and calls, escalating complex issues to engineering. Manage multi-seat rollouts (10–15 licenses), consolidate workspaces, and prompt upgrades as accounts grow. Own and improve our knowledge base, FAQs, and help articles; turn repetitive questions into FAQs or videos. Capture customer feedback and share it with product and engineering, coordinating with Wiha's field and wholesale channels. Collaborate with Marketing to translate patterns in customer feedback into FAQs, knowledge-base articles, or customer success stories. Use Pipedrive CRM, our own platform, and existing dashboards. Requirements: Native-level German, and good English. Experience in customer success, onboarding, or support for a SaaS product (or a background in the electrical trade with a motivation to move to software). Strong phone skills; you won't reach electricians via email alone. Technically curious about measure