As a Customer Success Manager at Wundermart, you'll be at the forefront of delivering game-changing value to our clients! You’ll become a trusted partner, building and nurturing strong relationships that ensure customer success, satisfaction, and loyalty. With your proactive mindset, you’ll be one step ahead—anticipating needs, tackling challenges, and finding creative solutions to elevate our customers' experiences.
By diving into data-driven insights, you'll uncover opportunities to enhance financial performance and celebrate wins as our clients thrive. You’ll own the onboarding journey, welcoming new customers and guiding them to a smooth, seamless integration. Your regional expertise will drive the shop opening coordination across the different teams involved, ensuring everything runs like clockwork. You'll also be the go-to collaborator, aligning teams internally and externally to make sure customer actions are swiftly executed and successful.
You’ll be part of Wundermart’s Commercial Team. Within this team, our sales colleagues are responsible for identifying and closing new locations for our lobby shops. By being closely involved from the start, you really get to know the hotel, their guests, and their market. This makes you the driving force behind the commercial (and financial) success of these shops.
Once the deal is signed, you take the lead. You start building the relationship with the new customer and coordinate the set-up of the shop, making sure everything runs smoothly from day one. With your understanding of the specific market and hotel needs, you continuously improve our service, shape local pricing and promotions, and spot smart upsell opportunities that boost performance.
And as this role is part of a growing department, you'll have the chance to shape its evolution and make a real impact as we scale up together!
Take full responsibility for the financial performance of Wundermart at the customer level for your assigned portfolio. This can include groups at the regional level with several of your customers included.
Performance is measured first and foremost in turnover and that needs to be your daily focus: what can we do to drive the turnover in your portfolio, together with the internal teams at Wundermart.
Upselling! We drive new initiatives and it is your responsibility to get these implemented on a customer or regional group level.
Be responsible for coordinating shop-opening activities within your assigned region and lead customer onboarding and support in ongoing relationship management.
Have regular contact with your customers in reviews, with intense contact in the first 3 months after opening.
Understand and address the unique needs of customers, providing tailored solutions.
Regularly review and act on customer success metrics and feedback to enhance processes.
Keep our CRM clean and up to date for your assigned portfolio and register all necessary actions, meetings and contact points.
Listen and understand how we can help and capture their satisfaction through NPS measurement.
Relentlessly follow through to ensure tasks are completed, never settling for less. We strongly stick to our 3F’s: Focus, Forward, Follow Through
A proactive, never-settle mindset with a passion for helping customers succeed.
Proven experience as a Customer Success or Account Manager (a couple of years is ideal).
Experience in data analysis and reporting.
Proficiency with CRM systems (HubSpot experience is a plus).
Strong verbal adaptability and communication skills.
Fluent in English and German (additional languages are a plus).
A Bachelor’s Degree in Business, Communication, or a related field.
A valid driver’s license.
Affinity with the hospitality industry is a plus.
Must be willing to travel to customers in the DACH region.
Preferably based in or around Munich, though candidates located in Prague or Austria are also welcome.
Salary range: €4.000 – €4.250 gross/ month, based on experience.
Plenty of room for growth in a fast-paced and dynamic scale-up environment
Learning budget
Travel reimbursement
Monthly phone compensation
Regular company events
And more...