We are currently looking for a Customer Success & Operations Manager at a German product company (B2B SaaS / Gym OS)
This is a fast-growing German B2B SaaS product company that develops a universal operating system for fitness clubs. We are building the Gym Operating System - a large-scale B2B SaaS ecosystem for the digitization and automation of large fitness chains and wellness facility networks (billing, payment processing, AI chatbot integration, customer management).
This role involves supporting our existing clients in their day-to-day use of the company’s product, as well as ensuring the system is implemented after a new client is onboarded. The goal is to make customer success more scalable through automation and documentation, so over time the role mainly runs, improves, and monitors these processes instead of doing everything manually.
Tasks:
Support existing customers in daily operations, mostly in writing
Clarify misunderstandings, questions, and open topics, mostly in writing
Handle bugs quickly: capture and structure them, coordinate with Product or Engineering and follow up until they are resolved
Keep customers updated on fixes, releases, and next steps
Prepare requests for trainings, custom development or special reporting so they can be handed over to Sales, Product or Engineering
Join customer update calls together with one of the founders when needed
Take over onboarding after a new customer has been won and keep it as simple as possible for the customer
Gradually improve and automate onboarding so less work needs to be done manually
Maintain and improve automations for support, onboarding and internal workflows
Create and improve documentation, manuals, and customer guides
What we are looking for:
Very good written and spoken German and English
Very clear, precise, and friendly writing
Strong service mindset and patience, also with non-technical customers
Ability to understand customer priorities and translate them into clear next steps
Good technical understanding of SaaS products and software processes
Confident in customer calls and in explaining features, updates and next steps
Structured, reliable, and independent way of working
Strong mindset for automation and process improvement
Experience with process automation and using automation tools like n8n, Make, or similar tools is a plus
What we offer:
Starting salary: €2,000 per month (Net)
Full-time commitment with a flexible schedule
Standard 5-day workweek
No time-trackers - we focus on delivery, quality, and mutual trust
24 days of fully paid annual leave and paid sick leave
100% remote work format, allowing you to work from anywhere comfortably
