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

About Aceve

Aceve is a Nordic-founded company now operating throughout Europe, providing digital solutions tailored for professionals building and maintaining our physical world. Our software assists electricians, installers, craft and construction businesses in saving time, improving efficiency, and focusing on their core work. With a workforce exceeding 900 employees in eight countries, leading brands across seven markets, and annual revenues surpassing 100 million euros, Aceve is on a vigorous growth path driven by AI-first innovation, dedication, openness, and enthusiasm.

Role Overview

As a Customer Support and Success Manager, you will oversee customers throughout their entire lifecycle — from onboarding activation through managing at-risk clients and recovering those intending to unsubscribe, to handling outstanding payments, upsell opportunities, and generating referrals. You will leverage our Health-Score dashboard to prioritize your portfolio with data-driven insights, significantly contributing to lowering churn rates and increasing revenue from existing customers.

Key Responsibilities

• Lead smooth onboarding processes through webinars and training sessions delivered remotely or occasionally onsite, preparing customers for effective use of our Craftnote software.
• Provide technical support by addressing queries related to software issues, diagnosing problems, and delivering swift and clear resolutions.
• Continuously monitor customer health via our dashboard to identify at-risk clients promptly, delivering targeted engagement to prevent cancellations.
• Actively engage with customers who have announced cancellations to attempt contract retention before their end dates.
• Manage open and failed payments vigilantly, proactively contacting clients facing payment difficulties to mitigate risks of cancellations.
• Spot growth opportunities by identifying clients with potential for larger packages or additional users, guiding them through upgrade journeys.
• Encourage brand advocacy by converting highly satisfied customers into ambassadors through recommendations, testimonials, and references.
• Develop, nurture, and maintain long-lasting, trust-based customer relationships.
• Represent Aceve at trade fairs to meet prospective and existing customers face-to-face, fostering strong bonds through honest conversations.
• Collaborate closely with an engaging customer base comprising craft businesses known for their straightforwardness and gratitude.

Candidate Profile

• Proven experience in Customer Success Management or Customer Support roles.
• A strong passion for technology, with a solid understanding and enthusiasm for software solutions and artificial intelligence.
• Exceptional empathy and communication skills enabling you to effectively grasp and address customer needs persuasively.
• Self-motivated and team-oriented mindset, thriving in independently managing tasks while actively contributing to team initiatives.
• Fluency in German at a native speaker level complemented by good English language skills.

Work Model and Location

We offer a hybrid work arrangement balancing collaboration and flexibility, with three days per week spent together at our office located at Heinrich-Heine-Platz 10, 10179 Berlin.

Additional Information

Even if you do not meet all the requirements, we encourage you to apply or reach out, as we value motivation, potential, and willingness to learn. Become a part of Aceve to advance your career while shaping the future of digital solutions for crafts and construction industries.

Aceve is committed to equal opportunity employment, promoting diversity and fostering an inclusive workplace where all employees feel welcome. The hiring process is ongoing and non-discriminatory, ensuring equal chances for all applicants.