Customer Success Manager (claim.me)

Location: Hybrid work in Berlin, Germany, with a flexible remote-office setup; working from almost anywhere is possible for up to 2 months per year.

Company

claim.me, hirify.global' flagship brand, provides an online parcel-claiming solution that helps retailers recover money for lost and damaged shipments.

What you will do

• Onboard new customers and drive successful claim.me rollouts.
• Manage customer relationships across customer service, e-commerce, and logistics stakeholders.
• Run KPI reviews, analyze claim volumes and refund rates, and advise customers on product adoption.
• Identify churn risks, resolve issues proactively, and maintain customer value.
• Collect and structure customer feedback and collaborate with the product team on future features, including the AI claim agent AiME.

Requirements

• At least 2 years of experience in customer success, account management, or customer service, ideally in B2B SaaS, e-commerce, or logistics.
• Fluent English at C1+ level and German at C2 level.
• Ability to build lasting customer relationships and take ownership of customer success.
• Confidence working with numbers, interpreting KPIs, and turning data into clear recommendations.
• Ability to manage multiple customers and onboardings in parallel while maintaining attention to detail.
• Clear communication skills, including handling difficult conversations and training others.

Nice to have

• Experience with business analytics tools such as Looker.

Culture & Benefits

• Flexible hybrid work with flexible working hours and remote work from almost anywhere for up to 2 months per year.
• Company lunches twice per month and access to a corporate benefits platform.
• German and English language courses.
• Climate-neutral initiatives and a focus on long-term sustainability in logistics.
• Collaborative, data-driven culture with regular team events and company-wide celebrations.
• Inclusive workplace welcoming applicants regardless of ethnicity, religion, national origin, sexual orientation, gender identity, age, or disability.

Hiring process

• Submit an English CV through the application page.