Customer Success Manager, Karla
More information about location
Delivery service for online shops
Be an early applicant
Delivery service for online shops
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
To reshape the frustrating post-purchase experience by making e-commerce delivery simple and enjoyable for consumers, online shops and carriers.
Role
Who you are
- You have a few years working experience - in SaaS customer success is a plus, but e-commerce marketing or agency experience and an appetite to learn in a tech & AI start-up also works
- Proficiency in German & English is mandatory
- Analytical mindset – you enjoy working with customer data and feedback
- A proactive, solution-oriented way of working and motivation to learn fast
- Growth mindset and the motivation to put new ideas into practice
- AI-first work – you have experience using state-of-the-art AI tools to make your work more efficient & effective and want to continually learn and grow with an AI first mindset
- Interest in AI, SaaS, e-commerce, marketing, and customer experience
- Don’t check all the boxes, but are hungry and eager to learn? Please apply - we’d love to get to know you!
Desirable
- Experience with Klaviyo or other ESPs/CRMs
- Experience with Shopify, Shopware or other shop systems
- Experience with Figma
What the job involves
- As a customer success manager at Karla you will join a small team of motivated individuals, helping bring Karla and our customers to the next level
- As a CSM, you will have full responsibility over your book of business, managing the entire customer lifecycle from Onboarding to Contract Renewal
- We work in a highly collaborative environment with high velocity and lots of proactivity
- Customer Success Management: manage customer onboarding, conduct check-ins, and help ensure customer satisfaction & product adoption
- Feedback Management: Collect, structure, and synthesize customer feedback into actionable insights for the product team
- Customer Retention: Work on strategies to expand accounts, boost Customer Lifetime Value, and actively reduce churn
- Upselling & value realization: Identify opportunities & pain points, match them with Karla modules, prepare demos, and help drive upsell conversions
- Automation: Support in automating onboarding and customer success processes to make our workflows more scalable and efficient
- Product Success & Growth Projects: Take ownership of strategic initiatives that bridge customer success, product, and marketing — designing, testing, and rolling out scalable improvements to drive user adoption and retention. We are a small team and everybody has a voice. Our next product idea could be yours!
Our take
For many eCommerce customers, the post-purchase experience can be opaque and frustrating. Karla is challenging this by providing integrated, seamless and transparent delivery for eCommerce retailers.
Karla is headed up by a former BCG partner, and one of Scorable's founding team. This is part of the reason that the startup has gained impressive momentum among customers and backers alike. Its app taps into the growing demand among consumers for increased communication and efficiency throughout the delivery process.
The company faces competition from the likes of Parcello and Parcellab. But Karla differentiates itself by connecting its software directly to online shops and leveraging existing delivery operators and couriers. This will be important if the company wants to draw customers away from its more established rivals.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company HQ
Mitte, Berlin, BE
Leadership
Philippe Padrock
(Co-Founder & Co-CEO)Previously a Senior Manager of Digital Ventures at Deloitte, and Co-Founder & Managing Director of Scorable.
Frederik Schroeder
(Co-Founder & Co-CEO)Previously worked as CSO of Twill, and as Venture Architect Director of BCG Digital Ventures. Was a Partner at BCG.
Salary benchmarks
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