Department: Customer Success

Employment Type: Full Time

Location: Remote (or Munich)

Compensation: €45,300 - €66,700 / year

Description

🚀 Your role

Are you looking to make your mark in an early-stage startup and build scalable Customer Success processes?

Luminovo is gearing up for Series A funding, and after winning 120+ customers in Europe, we're further expanding throughout Europe and the US.

In this role, you will take responsibility for core revenue processes and enable our Customer Success Managers to provide the best possible product experience and service quality. You will work closely with Luminerds from our Revenue Operations and Sales team, and collect an extensive tool kit for scaling SaaS customer operations.

🤓 Our product: Luminovo's software suite is catered to solving engineering and procurement issues in the trillion-dollar electronics idea-to-production value chain. To learn more about what we do, you probably want to check out our website, plus two of our blog posts (here and here).

💬 Language requirements: We are very active in the DACH region and are expanding throughout Europe and North America. Therefore, being fluent in German and English is a must. Any additional languages are a big plus.

🏡 Work setup: You can join our team remotely, or in an on-site/hybrid setup close to our headquarters in Munich. We expect you to occasionally travel for team events – travel expenses will of course be covered by us.

🎯 Performance objectives

To be successful in this role, you must excel in the following performance objectives:

Customer Success Operations: Optimize internal Customer Success processes together with the department leadership.

Iterate on our customer onboarding playbook and grow our arsenal of communication material for the Customer Success team.
Stay aligned with other teams such as Sales, Product Partnerships, and Marketing.
Collaborate with Revenue Operations to further professionalize the use of our CRM (Hubspot) in Customer Success.

Customer Onboarding Process: Execute specific implementation tasks to ensure Customer environments are prepared in time for kick-off meeting.

Coordinate API requests from customers with our suppliers and product team
Stay aligned with the responsible Sales Executive and Customer Success Manager and ensure tasks are done on time (tenant creation etc.).
Create new users once our product team launched the customer environment

Customer Support Operations: Scale our support processes in Intercom.

Become our tool expert for Intercom and explore growth potential (workflow automations etc.)
Monitor all incoming support requests via Intercom and make sure tickets are resolved by PMs, CSMs, or solutions engineer.
Further develop our help center into a "self-service tool" by coordinating content creation for relevant FAQs.

⚡️ Skills, Knowledge, And Expertise

Just so you know – we purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. If you're interested to find out more about why we banned requirements from our performance profiles – see here.

🤝 What We Promise

🧠 We greatly value psychological safety and honest feedback. We always expect you to speak up and share your ideas about what we can improve within the company, and take these views to heart.
💬 We do routine 1:1's with your supervisor, retrospectives, and insight hours to make sure we are constantly getting better at what we do, all while fostering employee mental health and wellbeing.
💡 Personal development is something strongly encouraged by Luminovo, so there are no fixed budgets when it comes to things that will further your personal growth (education, trainings etc.), just ask and we usually say yes!
🤸 We offer a flexible working environment, we appreciate everyone's time and preferred ideal setup in terms of working hours.
🌍 We offer fully remote working (our only requirement for remote working is that you are within +/-2 hours of CET). Our Luminerds work from Amsterdam, Nairobi, Verona, Berlin, Cologne, Munich, …
👶 When it comes to our take on parent support, Luminovo happily contributes to the childcare costs of Luminerds.
💸 We're excited to revolutionize the electronics industry – and we want you to be too. That's why all full-time Luminerds receive strong and fair stock option packages. We also support you in finding your perfect (remote) set-up.

💸 CompensationWe want to offer compensation that aligns with industry standards. To maintain a transparent and fair approach to compensation, the salary ranges for all positions are determined based on market benchmarks and a comprehensive leveling framework.

For this role, German salary ranges from €45,300 to €66,700 + virtual stock options, depending on the leveling we'll establish with you throughout the hiring process. This range might differ in other countries within our +/- 2h time zone remote work area.

Luminovo

New Jobs

Revenue Operations Manager – Customer Success (d/f/m)