Junior Customer Success Specialist (m/f/x)

ss Manager keeps single-store restaurants live, transacting and growing on SIDES. The role works a large book of scaled accounts, mostly through campaigns and signals rather than scheduled calls, and steps in personally when something moves: a store goes silent, a termination arrives, a customer becomes eligible for an upgrade. It is the entry point into Customer Success. The role is built so that someone new to SaaS can learn the craft on clear processes, and grow into owning a book of their own. Activation and activity: Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 daysWork the silent-store list every week: accounts that are online in the CRM but show no transactionsHelp customers adopt the modules they already pay for Retention: Contact every customer in the book whose termination arrives, within two working days, and document the reasonRun the first save conversation using the save playbook (pause, downgrade, fee removal, technical fix, discount last) and hand complex cases to a senior colleagueClear the termination date in the CRM when a save succeeds Expansion: Run the evergreen upsell campaigns on the book together with Marketing, and follow up on responsesQualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgradesUse tier and rate changes as the entry point for an upsell conversation Day to day: Answer customer success enquiries on the book in Zoho Desk and the CRM, and route pure support issues to Support without taking them overKeep every interaction documented in the CRMrecurring product issues to the Team Lead with ticket references Your profile Required: First experience in a customer-facing role: customer success, account management, inside sales, support or hospitalityClear, friendly and persistent on the phoneOrganised enough to work a large book through lists and signalsComfortable with a CRM and with numbersFluent German (DACH book) or Dutch (BENELUX book), good English Desirable: Experience in restaurants, delivery or retailFirst experience with a SaaS product or payment product Perks & Benefits Our Benefits A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market.Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You’ll work independently while being supported by a strong and collaborative team.High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work.Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development.A positive workplace culture: Enjoy a welcoming atmosphere, a trusting team culture, and our well-connected office in the heart of Berlin (Südkreuz). Workplace Environment Perks Central office location in BerlinRegular office and team eventsSnacks and drinks in the officeSIDES LibraryDog-friendly workplaceOnboarding lunch to help you settle in and connect with the team Your Benefits €50 monthly benefit allowance - your choice:JobRadDeutschlandticketCompany pension scheme (bAV)WellhubUrban Sports Club: Discounted membership with access to fitness, classes, and wellness activities.Instahelp: Professional mental health support, available whenever you need it.INCENT & Corporate Benefits Attractive employee discounts and exclusive partner offers. Hybrid work: A mix of office and home office, depending on your role and team.Flexible working hours: Working hours that fit your daily life and offer real flexibility.December 24th & 31st off: Fully off without deducting vacation days.Company events: Our annual highlights - the SIDES Summer Party and our Christmas Get-together. Find Jobs in Germany on Arbeitnow Skills: Customer Service