Customer Success Manager (German speaking)

About Sparkify

• Sparkify is built by Onstruc UG, a Berlin-based documentation-software company founded in 2020. Onstruc started out building photo-based documentation tools for the construction trade broadly; about two and a half years ago, the team began focusing that experience specifically on electricians, teaming up with Wiha — a German tool manufacturer with 80 years of history and a genuine fan following in the trade — to build the NFC-enabled hardware integration that's now Sparkify's core differentiator.
• Electricians are legally required to document their work — photos, forms, measurement data — after every job; Sparkify replaces pen-and-paper and Excel-and-a-prayer with something that works fully offline in the field, and turns taking a measurement into a tap by pulling data straight off Wiha's testing devices via NFC.
• Live for 120 days, we're already at 85+ clients and roughly 125 seats, adding about one new client a day -well financed, growing, and shipping fast with a small senior team. We're now hiring our first dedicated Customer Success Manager to own the entire post-signup journey as we scale past our first 100 clients.

About the role

• We define customer success as owning every touchpoint on the customer's journey with us — from the moment they sign up, through onboarding, through the ordinary day-to-day, all the way to renewal and expansion.
• Today the founder handles this personally — he's onboarded our first 100 clients himself — and it's time to hand that off to someone who can own it end to end.
• This is an inbound-only role: no cold outreach. Customers come to us through our website, app stores, trade fairs, and our channel with Wiha; your job is turning that interest into happy, growing accounts.
• You'll talk to electricians daily — by phone, email, and video call — not through scripts or ticket quotas, but real ownership of a growing customer base with a direct revenue lever attached.
• We also want someone proactive: if you hear the same question five times, you turn it into a FAQ entry or a video, and you flag it to product and engineering rather than just answering it again. That's not mandatory, but it's the part of the role with the most room to make it your own.

What You'll Do

• Own the full customer journey: every touchpoint from signup through onboarding, day-to-day support, renewal, and expansion — not a single hand-off stage in a longer pipeline.
• Onboarding: guide new customers to their first success — set up their workspace, walk them through the app, connect their testing device, and get them to their first finished PDF report
• Trial nurturing: actively guide trial customers toward conversion; proven email sequences already exist, and you bring the phone call that closes the loop
• First-level support: handle in-app tickets, support emails, and calls; escalate technical cases cleanly to engineering
• Expansion: support multi-seat rollouts (10–15 licenses), consolidate workspaces, and prompt upgrades as accounts grow
• Scale what you know: own our knowledge base, FAQs, and help articles — if you're explaining the same thing for the tenth time, turn it into a video instead
• Voice of the customer: feed structured feedback back to product and engineering, and coordinate with Wiha's field and wholesale channels
• Close the loop with marketing: when a pattern shows up in customer feedback, help turn it into a FAQ entry, a knowledge-base article, or a customer success story — full creative latitude here, not a requirement
• Use Pipedrive CRM, our own platform, and existing dashboards — no sprawling tool stack to learn

What you bring

• Native-level German, since our customers are German tradespeople and this job lives on the phone
• Good English (our team's working language)
• Experience in customer success, onboarding, or support for a SaaS or software product — or a background in the electrical trade with the motivation to move to the software side
• Strong on the phone: you won't reach electricians through email ping-pong
• A genuinely proactive streak: comfortable spotting a gap... and just fixing it, rather than waiting to be told or routing it to someone else.
• Technically curious: measurement devices, NFC, and test protocols (VDE) don't intimidate you — we'll train you on the rest
• Some comfort with negotiation for account expansion — this isn't a sales role, but you'll help growing accounts add seats
• Self-organized, reliable, and pragmatic

Compensation and Perks

• Full-time, Berlin, home-office friendly, with one day per week from the office.
• A friendly, small team, a direct line to the founder, fast decisions, very little process theater
• We cover your equipment and home-office setup, plus a Deutschland-Ticket on top of salary and a supplementary health allowance (~€600/year)
• Full creative latitude on the "fun part" of the role — content, tutorials, and marketing collaboration — if you want it

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