Customer Success Manager (m/f/x)

About Us At Karla, we transform the post-purchase experience into a brand’s #1 retention channel. With smart delivery transparency, proactive communication, and automated claims handling, we help D2C brands boost customer retention, unlock upsell potential, and reduce support costs. We are now looking for a Customer Success Manager to join our fast-growing team and work directly at the intersection of Customer Success, Growth and Product. If you thrive in an AI empowered, fast-paced environment working directly with some of the most exciting D2C brands in the German market, this role is for you. About the Role Start: asap Location: Berlin preferred (hybrid working model) Full-time As a customer success manager at Karla you will join a small team of motivated individuals, helping bring Karla and our customers to the next level. As a CSM, you will have full responsibility over your book of business, managing the entire customer lifecycle from Onboarding to Contract Renewal. We work in a highly collaborative environment with high velocity and lots of proactivity. Customer Success Management: manage customer onboarding, conduct check-ins, and help ensure customer satisfaction & product adoption. Feedback Management: Collect, structure, and synthesize customer feedback into actionable insights for the product team. Customer Retention: Work on strategies to expand accounts, boost Customer Lifetime Value, and actively reduce churn. Upselling & value realization: Identify opportunities & pain points, match them with Karla modules, prepare demos, and help drive upsell conversions. Automation: Support in automating onboarding and customer success processes to make our workflows more scalable and efficient. Product Success & Growth Projects: Take ownership of strategic initiatives that bridge customer success, product, and marketing — designing, testing, and rolling out scalable improvements to drive user adoption and retention. We are a small team and everybody has a voice. Our next product idea could be yours! About You You have a few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works Proficiency in German & English is mandatory Analytical mindset – you enjoy working with customer data and feedback. A proactive, solution-oriented way of working and motivation to learn fast. Growth mindset and the motivation to put new ideas into practice. AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset Interest in AI, SaaS, e-commerce, marketing, and customer experience. Bonus points for: Experience with Klaviyo or other ESPs/CRMs Experience with Shopify, Shopware or other shop systems Experience with Figma The Benefits A steep learning curve & customer success coaching by your team lead Direct collaboration with the founders and across teams Ownership and responsibility from day one. Flexible working conditions tailored to personal preferences and life circumstances. A modern office in Berlin-Mitte with the team. Insights into the Berlin startup ecosystem and exposure to top D2C brands Discounted wellpass membership Very cool team offsites every now & then ☀️ Don’t check all the boxes , but are hungry and eager to learn? Please apply - we’d love to get to know you! Get in touch: gokarla.io Team Lead: https://www.linkedin.com/in/hannah-geisen-4415b7102/ Founders: Frederik: https://www.linkedin.com/in/frederik-schr%C3%B6der-01559330/ Philippe: https://www.linkedin.com/in/padrock/