Customer Success Manager / Business Analyst B2B SaaS (f/m/d)

Join the team!

Your Benefits with Us:

• Comprehensive Onboarding: Ready to go from day 1 - with a structured introduction and continuous guidance from a dedicated mentor.

• Responsibility & Project Variety: You will take ownership of supporting our InfraCloud customers and contribute to the ongoing design and development of our processes.

• Culture & Collaboration: A dynamic yet familiar, appreciative atmosphere, a helpful team, short decision-making paths, open doors - pragmatic, solution-oriented, and on eye-level.

• Freedom & Autonomy: Plenty of creative leeway and trust in your expertise - with back-up and support whenever you need it.

• Continuous Growth: Learning-on-the-job, along with internal and external training sessions to help you level up your skills.

• Powerful Stack & Tools: A wide range of software and communication tools for efficient customer support, requirements engineering, documentation, and collaboration.

• Flexibility that Works: Flexible working hours, working time accounts, and hybrid work models - for a great work-life integration.

• Retirement & Mobility: Subsidy for your company pension scheme as well as subsidies for the "Deutschlandticket" or parking.

• Fitness & Health: Subsidies for Urban Sports Club or Hansefit, plus additional health initiatives within our corporate health management program.

• Perks for Daily Life: Free drinks, numerous team events, employee benefit portal, birthday vouchers, and many other social benefits.

Your Role & Responsibilities:

• You support our InfraCloud customers as the central point of contact for all platform-related queries, helping them solve their issues with a hands-on approach.

• You gather customer feedback and requirements systematically, specify new features together with our users, and translate them into clear user stories for our dev team.

• You plan and execute customer onboarding and training sessions, explaining complex technical concepts in a clear, target-audience-focused manner.

• You assist users with technical questions and bugs, coordinate solutions with the product development team, and reliably track open issues.

• You continuously create and refine training materials, guides, wiki articles, and tutorials, communicate new InfraCloud features, identify support needs, and help build standardized customer success processes and KPIs.

Your Profile:

• Several years of hands-on experience in Customer Success, SaaS environments, Account Management, Software Support, Technical Account Management, or Implementation Management.

• Experience as a Business Analyst, Requirements Engineer, or in a similar role; experience in specifying requirements and drafting user stories is a definite plus.

• Strong communication skills, a passion for direct customer interaction, and a reliable, service-oriented attitude.

• A strong tech affinity and the ability to quickly and independently get up to speed with a new software platform and its features.

• A structured, self-driven, and reliable way of working with a strong focus on solutions, as well as very good German and good-to-excellent English skills.

  
  

  Your educational background is secondary to us. What counts are your personality, your skills, and your relevant practical experience. An interest in digital solutions for infrastructure, engineering structures, or technical applications is a plus, but not a requirement.

Sound like a match?

Then send your CV or profile to career@hydromapper.de or use the link below.

If you have any questions, feel free to contact our recruiter Kerstin Pöpplau at 0151 705 91 700! Don't tick every single box? Apply anyway - we are happy to develop the rest together with you.

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-> Apply on Stepstone!
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