Customer Success Manager (German speaking)

AboutSparkify

• Sparkify is built by Onstruc UG a Berlin-based documentation-software company founded in 2020. Onstruc started out building photo-based documentation tools for the construction trade broadly; about two and a half years ago the team began focusing that experience specifically on electricians teaming up with Wiha a German tool manufacturer with 80 years of history and a genuine fan following in the trade to build the NFC-enabled hardware integration thats now Sparkifys core differentiator.
• Electricians are legally required to document their work photos forms measurement data after every job; Sparkify replaces pen-and-paper and Excel-and-a-prayer with something that works fully offline in the field and turns taking a measurement into a tap by pulling data straight off Wihas testing devices via NFC.
• Live for 120 days were already at 85 clients and roughly 125 seats adding about one new client a day -well financed growing and shipping fast with a small senior team. Were now hiring our first dedicated Customer Success Manager to own the entire post-signup journey as we scale past our first 100 clients.

About the role

• You own the customer journey after signup: onboarding trial nurturing first-level support and expansion. Today the founder handles this personally hes onboarded our first 100 clients himself and its time to hand that off to someone who can own it end to end.
• This is an inbound-only role: no cold outreach. Customers come to us through our website app stores trade fairs and our channel with Wiha; your job is turning that interest into happy growing accounts.
• Youll talk to electricians daily by phone email and video call not through scripts or ticket quotas but real ownership of a growing customer base with a direct revenue lever attached.
• We also want someone proactive: if you hear the same question five times you turn it into a FAQ entry or a video and you flag it to product and engineering rather than just answering it again. Thats not mandatory but its the part of the role with the most room to make it your own.

What Youll Do

• Onboarding: guide new customers to their first success set up their workspace walk them through the app connect their testing device and get them to their first finished PDF report
• Trial nurturing: actively guide trial customers toward conversion; proven email sequences already exist and you bring the phone call that closes the loop
• First-level support: handle in-app tickets support emails and calls; escalate technical cases cleanly to engineering
• Expansion: support multi-seat rollouts (1015 licenses) consolidate workspaces and prompt upgrades as accounts grow
• Scale what you know: own our knowledge base FAQs and help articles if youre explaining the same thing for the tenth time turn it into a video instead
• Voice of the customer: feed structured feedback back to product and engineering and coordinate with Wihas field and wholesale channels
• Close the loop with marketing: when a pattern shows up in customer feedback help turn it into a FAQ entry a knowledge-base article or a customer success story full creative latitude here not a requirement
• Use Pipedrive CRM our own platform and existing dashboards no sprawling tool stack to learn

What you bring

• Native-level German since our customers are German tradespeople and this job lives on the phone
• Good English (our teams working language)
• Experience in customer success onboarding or support for a SaaS or software product or a background in the electrical trade with the motivation to move to the software side
• Strong on the phone: you wont reach electricians through email ping-pong
• Technically curious: measurement devices NFC and test protocols (VDE) dont intimidate you well train you on the rest
• Some comfort with negotiation for account expansion this isnt a sales role but youll help growing accounts add seats
• Self-organized reliable and pragmatic

Compensation and Perks

• Full-time Berlin home-office friendly with one day per week from the office.
• A friendly small team a direct line to the founder fast decisions very little process theater
• We cover your equipment and home-office setup plus a Deutschland-Ticket on top of salary and a supplementary health allowance (600/year)
• Full creative latitude on the fun part of the role content tutorials and marketing collaboration if you want it

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