• Lead the Retailer Success organization for the enterprise software portfolio — owning commercial CS outcomes end to end, including NRR, GRR, expansion GTV, adoption velocity, CSAT, and renewal performance. • Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping L7 Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations — not platform configuration — and who can credibly influence retailer P&L outcomes and roadmap adoption. • Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for what good looks like across the L7, AGM, and account team layers — including QBR quality, growth planning, executive engagement, and renewal execution. • Operate in a BD-led commercial environment as a true commercial peer to BD — preserving BD's ownership of the primary commercial relationship while owning post-sale accountability and surfacing churn, expansion, and escalation signal early and clearly. • Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team (commercial CS + technical CS / PSM) functions as one team to the retailer despite the org split, with co-authored protocols and clean escalation paths. • Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy. • Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function for Tier A and B accounts. • Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership. • Operationalize the tier model in CS — applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails. • Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes. • Apply AI augmentation to scale CS coverage and quality without linear headcount growth — including health monitoring, account-prep automation, QBR/insight generation, and signal triage — partnering with the Technical org on tooling roadmap and adoption. • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when AGM-led engagement is insufficient.

Role Description Wir suchen keine klassische Support-Kraft, die nur Tickets abarbeitet. Wir suchen jemanden, der unseren Kundenservice aktiv mitgestaltet, smarter macht und mit uns zusammen automatisiert. Du arbeitest direkt an der Schnittstelle von Kundenkommunikation, Produktentwicklung und KI-gestützter Prozessoptimierung. Also genau dort, wo bei einem wachsenden E-Commerce-Brand die spannendsten Hebel liegen. Wenn du selbst Motorrad fährst oder dich für die Szene interessierst: Du wirst diese Rolle lieben. Du tauchst täglich in eine Community ein, die ihre Leidenschaft lebt, und gestaltest mit, wie wir mit ihr in Kontakt stehen. Faustregel: Etwa die Hälfte deiner Zeit verbringst du im direkten Kontakt mit unseren Kunden. Die andere Hälfte nutzt du, um aus diesen Erkenntnissen bessere Prozesse, smartere Workflows und KI-gestützte Automatisierungen zu bauen. Kein Telefon. Kein Callcenter. Nur durchdachte schriftliche Kommunikation. Deine Aufgaben - Kundenkommunikation (ca. 10 Std./Woche) - Eigenständige Bearbeitung von Kundenanfragen über unser Ticketsystem (Replyco) und Amazon Seller Central, ausschließlich schriftlich – mit unserem Anspruch, an Werktagen innerhalb von 24 Stunden eine erste Antwort zu geben - Bestellmanagement und Problemlösung über WooCommerce, Billbee und Amazon - Individuelle Größen- und Produktberatung für über 2.500 Fahrzeugmodelle - Proaktive Kommunikation: nicht nur reagieren, sondern vorausdenken und Kunden begeistern - Bearbeitung von Anfragen aus der gesamten EU, vorwiegend auf Deutsch, Französisch, Englisch, Italienisch und Spanisch. Dank KI-gestützter Tools kannst du auch Anfragen in Sprachen bearbeiten, die du nicht sprichst - Prozessoptimierung & KI-Automatisierung (ca. 10 Std./Woche) - Mitarbeit beim Einsatz von KI-Tools (gemeinsam mit dem Team): Automatisierung von Standardprozessen, Reduzierung manueller Tätigkeiten und Integration smarter Lösungen in den Arbeitsalltag - Mitwirkung an der Optimierung bestehender Supportprozesse und Workflows - Systematische Erfassung von Kundenfeedback und Mitwirkung an konkreten Verbesserungsvorschlägen für Produkt und Prozesse (KVP) - Mitarbeit an der Entwicklung neuer Produkte, direkt aus dem Dialog mit der Community Qualifications - Exzellente schriftliche Ausdrucksfähigkeit auf Deutsch (C2-Niveau oder vergleichbar) - Gute Englischkenntnisse in Wort und Schrift - Liebe zum Detail: Du erkennst Tippfehler auf den ersten Blick und formulierst präzise - Eigenverantwortliche, strukturierte und zuverlässige Arbeitsweise - Echte Freude am Umgang mit Menschen, auch wenn es mal knifflig wird - Offenheit und Begeisterung für KI-Tools: Du siehst künstliche Intelligenz als Chance, Abläufe smarter zu gestalten und hast Lust, Neues aktiv auszuprobieren - Technische Grundkompetenz: Sicherer Umgang mit webbasierten Anwendungen - Lust, dich in neue Tools und Themen einzuarbeiten Requirements - Affinität zu Zweirädern (Motorräder, Roller, Mopeds, inkl. Typen, Umbauten und Zubehör) - Erfahrung im Kundenservice oder E-Commerce. Quereinsteiger mit der richtigen Einstellung sind ausdrücklich willkommen - Erste Erfahrungen mit Automatisierungs- oder KI-Tools (z. B. Make, Zapier, GPT-basierte Workflows, Notion) - Kenntnisse in WooCommerce, Billbee, Amazon Seller Central oder Ticketsystemen (z. B. Replyco, Zendesk o. Ä.) - Weitere Sprachkenntnisse, insbesondere Französisch, Italienisch oder Spanisch, sind ein echtes Plus, aber dank KI kein Muss - Erfahrung im Bereich Prozessoptimierung oder Qualitätsmanagement (KVP) Benefits - Teilzeit (20 Std./Woche) · 100 % Remote oder vor Ort in Lüneburg · Ab sofort · Unbefristet - Teilzeitstelle mit 20 Std./Woche, unbefristet - 100 % Remote: Arbeite von dort, wo du dich am wohlsten fühlst, oder komm zu uns nach Lüneburg - Flexible Zeiteinteilung: Wann du am Tag arbeitest, teilst du dir selbst ein – wichtig ist regelmäßige Erreichbarkeit von Mo bis Fr. - Vergütung: 15–17 €/Stunde brutto zum Einstieg, abhängig von einschlägiger Berufserfahrung im Kundenservice oder E-Commerce, mit klarer Entwicklungsperspektive nach oben - 30 Tage Urlaub (bei 5-Tage-Woche) - Erfolgsbeteiligung von bis zu einem Monatsgehalt: wenn’s läuft, profitierst du mit. - Firmeneigenes MacBook, professioneller Monitor, Tastatur und Maus: alles, was du für deinen Arbeitsplatz brauchst - 50 € monatliche steuerfreie Sachzuwendung (z. B. als Gutschein deiner Wahl) - Direkter Draht ins Team und kurze Entscheidungswege: Was wir besprechen, setzen wir auch um - Regelmäßige Entwicklungsgespräche: Wir besprechen gemeinsam deine Ziele und nächsten Schritte - Perspektivische Aufstockung der Stunden, wenn das Unternehmen wächst, bis hin zur Vollzeit, wenn gewünscht - Echte Gestaltungsmöglichkeiten: Du wirkst beim Aufbau unserer Support- und Automatisierungs-Strukturen mit und prägst gemeinsam mit dem Team, wie wir mit Kunden arbeiten - Perspektivisch die Möglichkeit, Verantwortung für ein wachsendes Support- oder Operations-Team zu übernehmen

Role Description The Senior Manager, Customer Success (Full Lifecycle) is responsible for owning and optimizing the entire customer journey - from implementation and onboarding through adoption, renewal, expansion, advocacy, and retention. This leader will build deep client relationships while developing scalable customer success strategies, operational excellence, and high-performing service teams. You are a strategic operator and relationship-builder who thrives in high-growth environments. You understand how to drive customer outcomes, build repeatable processes, lead teams, and turn customers into long-term advocates. Success in this role is measured through customer retention, expansion revenue, product adoption, customer satisfaction, operational performance, and team effectiveness. This role oversees the full post-sale customer organization, including Customer Success, Customer Support, and Proctoring Operations. This role is part of the Revenue Team and will report directly to the CEO. What you'll do - Own the Entire Customer Lifecycle - Serve as the executive owner of the customer journey from implementation through renewal and expansion. - Ensure customers achieve measurable business outcomes and realize maximum value from Integrity Advocate solutions. - Build trusted relationships with stakeholders across client organizations, from administrators to executive leadership. - Drive customer retention, product adoption, satisfaction, and long-term account growth. - Develop customer advocacy programs that generate references, testimonials, case studies, and referrals. - Lead Customer Success Strategy & Operations - Design and evolve the Customer Success operating model, including segmentation, service tiers, engagement models, lifecycle playbooks, KPIs, and capacity planning. - Build scalable onboarding, implementation, training, renewal, and account management processes. - Create proactive health scoring and churn prevention frameworks. - Establish and monitor customer success metrics including: - Gross and net revenue retention - Renewal rates - Expansion revenue - Time-to-value - Product adoption - CSAT/NPS - Support SLAs - Churn risk indicators - Own CRM hygiene, forecasting, customer reporting, and operational dashboards. - Drive Revenue Growth & Retention - Identify upsell, cross-sell, and expansion opportunities across the customer base. - Partner closely with Sales and Leadership to drive account growth strategies. - Lead renewal conversations and commercial negotiations to secure mutually beneficial outcomes. - Proactively manage churn risks and execute retention strategies. - Develop executive business reviews and strategic account plans for key customers. - Lead Customer-Facing Teams - Directly lead and develop Customer Success team members through coaching, mentoring, performance management, and career development. - Oversee managers responsible, when applicable, for Customer Support and Proctoring Operations, ensuring alignment across all customer-facing functions. - Establish service standards, SLAs, escalation protocols, and operational best practices across teams. - Build hiring plans, onboarding programs, and performance frameworks for the broader customer organization. - Foster a culture of accountability, customer obsession, continuous improvement, and operational excellence. - Serve as Executive Escalation Lead - Act as the senior escalation point for complex customer issues and high-priority situations. - Lead cross-functional coordination during critical customer incidents. - Run post-mortems and implement preventative process improvements. - Ensure consistent execution of customer-facing playbooks and communication standards. - Collaborate Cross-Functionally - Partner with Product, Engineering, Operations, Partnerships, and Corporate Services to improve customer outcomes and influence product strategy. - Bring customer insights and feedback into roadmap and operational planning discussions. - Help shape scalable systems, automation, and AI-driven customer workflows as the organization grows. - Additional Responsibilities - Maintain CRM and pipeline accuracy (HubSpot). - Support strategic initiatives and operational projects as assigned by leadership. - Contribute to building a world-class customer experience organization as the company scales. Qualifications - 7+ years of experience in Customer Success, Account Management, Customer Operations, or related client-facing leadership roles within SaaS or technology companies. - 3+ years of people leadership experience managing customer-facing teams and/or managers. - Proven success owning the full customer lifecycle including onboarding, implementation, renewals, expansion, and retention. - Demonstrated experience building or scaling Customer Success functions, processes, and playbooks. - Strong commercial acumen with experience driving renewals, upsells, and revenue growth. - Experience managing escalations and navigating high-stakes customer conversations. - Exceptional communication and executive relationship management skills. - Strong operational mindset with experience using data and analytics to drive decision-making. - Experience working cross-functionally in fast-paced, high-growth environments. - Highly organized with exceptional attention to detail and follow-through. - Experience with CRM and customer success platforms (HubSpot preferred). - Experience in education technology, compliance technology, workplace safety, or regulated industries is considered an asset. - Bachelor’s degree in Business, Marketing, Communications, or related field preferred. Requirements - Establish a scalable customer success operating framework. - Improve customer retention and renewal performance. - Build stronger onboarding and adoption processes that reduce time-to-value. - Develop measurable expansion revenue programs. - Strengthen customer satisfaction and advocacy. - Create operational alignment across Customer Success, Support, and Proctoring teams. - Build a high-performing customer organization capable of supporting company growth. Benefits - You will have an exceptional impact and shape the company's future, rather than just being a small cog in the wheel at a bigger company. - Be part of a growing, passionate team dedicated to working on exciting projects that leverage artificial intelligence and computer vision. - Meaningful opportunities for professional growth and development. - Work in a flexible, fully remote environment. - We offer unlimited Paid Time-Off and a generous Work-from-Anywhere Policy. - Group Insurance coverage that includes Health, Dental, Life Insurance, AD&D, & Employee Assistance Program. - RRSP, Health Spending & Wellness Spending Accounts, Maternity Top-Up Program and Professional Development budget. - Contribute to our mission-driven company that values integrity, creativity, and excellence. - Candidates must be located within Canada and be legally authorized to work in Canada. - Total compensation is determined by factors such as market salary data within Canada, technical skills, experience and internal pay equity. - Integrity Advocate is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of race, gender, age, religion, disability, sexual orientation, or any other legally protected status. - Reasonable accommodations are available upon request for candidates taking part in all aspects of the recruitment process. - We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing applications. These tools support our team and do not replace human judgment. All hiring decisions are made by people.

• Maintain and develop long-term relationships with strategic customers of the Corporate & Enterprise segment. • Act as a trusted advisor of assigned accounts and communicate with them on different levels including C-level executives. • Control and audit delivery processes in implementation projects for Corporate & Enterprise customers, identify early red flags to prevent delivery and launch-related issues. • Help customers achieve their desired outcomes through product consulting, value realization, and high ROI. • Grow customer's portfolio through zero churn and active cross and up-sales.