Customer Support and Success Manager (m/w/d)

At Aceve, we back the builders of society. Founded in the Nordics and growing across Europe, we build digital tools for the people who construct and maintain our physical world - giving electricians, plumbers, and contractors back their time, clarity, and confidence. With over 900 employees across 8 countries, leading brands in 7 customer markets, and more than €100M in revenue, we're on an ambitious growth journey, and we're just getting started. We're an AI-first company, and we work with grit, openness, and a good dose of joy.

About the role

As a Customer Support and Success Manager (m/f/d), you will support our customers along the entire customer lifecycle – from activation in the

onboarding through the care of vulnerable and the recovery already

terminating customers to open payments, upsell and referral potentials. With the help of our health score dashboard, you prioritize your portfolio based on data and thus make a significant contribution to reducing the churn rate and increasing sales with existing customers.

What you can expect from us

• Onboarding made easy: With webinars and trainings (remote or sometimes on-site), you will optimally prepare our customers for the use of Craftnote.
• Technical support: You'll answer queries about technical issues, find out what's wrong when something doesn't work, and provide fast, understandable solutions.
• Keep an eye on customers: With our Health Score dashboard, you can identify which customers are at risk at an early stage and ensure that they don't quit in the first place with targeted support. In the case of terminations that have already been announced, you will actively engage in discussions to win back customers before the end of the contract.
• Payments under control: You'll keep track of open and failed invoices and proactively reach out to customers with payment issues before they turn into termination.
• Recognizing growth: You identify customers with potential for larger packages or more users and actively accompany them during the upgrade.
• Gain advocates: You turn particularly satisfied customers into ambassadors of Craftnote - through recommendations, references and customer testimonials.
• Relationships that matter: You will build long-term, trusting customer relationships.
• Directly in exchange: At trade fairs, you meet our (potential) customers in person and strengthen the bond through open conversations.
• An exciting target group: You work closely with craft businesses that are honest, direct and grateful.

What we can look forward to

• Experience in Customer Success: You have already worked in the field of Customer Success Management or Customer Support.
• Technology inspires you: Your technical understanding and affinity for software solutions and AI will help you in your everyday life.
• Empathy at the highest level: You understand the needs of customers and are communicative and persuasive.
• Proactive and team-oriented: You are good at working independently, and you like to actively participate in team projects.
• Linguistically fit: You have native German language skills and good English skills.

What you can expect from us

Hybrid working model

The perfect balance between collaboration and flexibility – we work together in the office three days a week.

Our office

You can find us at Heinrich-Heine-Platz 10, 10179 Berlin.

Weitere Informationen

myCraftnote Digital GmbH

Heinrich-Heine-Platz 10 10179 Berlin https://www.craftnote.de/

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