Junior Customer Success Specialist (m/f/x)

Your mission

Purpose of the role

The Junior Customer Success 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!

Key responsibilities:

Activation and activity:

• Follow up on new accounts from onboarding handover until they transact regularly, with a focus on the first 90 days
• Work the silent-store list every week: accounts that are online in the CRM but show no transactions
• Help 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 reason
• Run the first save conversation using the save playbook (pause, downgrade, fee removal, technical fix, discount last) and hand complex cases to a senior colleague
• Clear 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 responses
• Qualify interest in SIDES Pay, webshop, loyalty and driver modules and close standard upgrades
• Use 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 over
• Keep every interaction documented in the CRM
• Flag recurring 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 hospitality
• Clear, friendly and persistent on the phone
• Organised enough to work a large book through lists and signals
• Comfortable with a CRM and with numbers
• Fluent German (DACH book) or Dutch (BENELUX book), good English

Desirable:

• Experience in restaurants, delivery or retail
• First 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 Berlin
• Regular office and team events
• Snacks and drinks in the office
• SIDES Library
• Dog-friendly workplace
• Onboarding lunch to help you settle in and connect with the team

Your Benefits:

• €50 monthly benefit allowance - your choice:
  • JobRad
  • Deutschlandticket
  • Company pension scheme (bAV)
  • Wellhub
• Urban 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.

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