Customer Success Manager (m/f/d)

About us: Who we are

CALIMA is a growing tech startup based in Berlin. We are developing a digital emergency system that helps companies provide quick and reliable assistance to employees in critical situations. Our product is used by over 700 companies with more than 6,000 users—and we are continuing to grow.

Your role:

As our first Customer Success Manager, you will ensure that our customers use our system safely, effectively, and sustainably—from initial onboarding to long-term collaboration.

Your tasks:

• onboarding
  
  • Structured support for new customers from contract conclusion to go-live
  • Implementation of onboarding, including setup and initial configuration
  • Ensuring a fast, clean product launch
• Customer Success
  
  • Proactive support for existing customers (check-ins, status discussions, monitoring)
  • Ensuring usage, satisfaction, and measurable customer success
  • Early detection of risks and coordination of solutions
• expansion
  
  • Identification of upsell and cross-sell potential based on customer benefits
  • Support with contract extensions
  • Close coordination with Sales on account and expansion strategies
• Collaboration & Processes
  
  • Close collaboration with sales, product, and tech
  • Sharing customer feedback with the team
  • Co-design and optimization of customer success processes

What you bring with you:

• Experience in customer success, account management, or customer onboarding in the B2B SaaS environment
• Experience in independently supporting customers throughout the entire customer lifecycle
• Ideally, experience with security-related or complex products, as well as experience in establishing or further developing customer success processes.
• Structured, customer-oriented approach to work and enjoyment of direct customer communication
• Ability to understand customer usage and satisfaction and derive concrete measures from this
• Clear communication of requirements and mediation between customers and internal teams
• Confident use of digital tools (e.g., CRM systems such as HubSpot)
• Very good knowledge of German and good knowledge of English

What we offer you:

• Meaningful work with impact: A safety-related product where quality and reliability really matter.
• Real responsibility: You actively help shape customer onboarding, success, and expansion.
• Flexible working: Remote, hybrid, or in the Berlin office—with a high degree of trust in your self-organization.
• Fair overall package: Competitive salary plus performance-related bonus.
• Great equipment: MacBook Pro, iPhone, and modern tools for your everyday work.
• Short communication channels: Flat hierarchies, direct communication, and quick decisions.
• Community: Regular team events such as company retreats and joint celebrations.

Would you like to take occupational safety to the next level with us?

Then we look forward to receiving your application! Simply send us your resume to jobs@calima.io.