Customer Success & Operations Manager

Impact Hero is a Berlin-based impact-tech company. We help businesses turn everyday actions into real environmental impact — campaigns like “for every employee who completes a survey, we plant a tree” or “for every product sold, we collect plastic from the ocean.” We handle the impact, the verification and the reporting, so our clients can run engaging campaigns and communicate credible results. To date we’ve helped plant more than 3 million trees with 600+ companies. We’re a small, fully remote team, and most of our business customers are German speaking.

The role
A long-standing colleague is moving on, and we’re looking for one dependable, German-speaking person to take over the relationship with our existing business customers and keep our day-to-day running smoothly. You’ll be the friendly, reliable point of contact our customers trust, and the person who keeps things organised behind the scenes. It’s a broad, client-facing role in a small team — no two weeks look exactly the same.

Detyrat

What you’ll do

• Look after our existing business customers mostly in German: answer their questions, keep them happy, and spot moments to renew or grow the relationship.
• Own our CRM (Zoho): allocate incoming leads, keep deals and records clean and up to date, and stay on top of reminders and follow-ups.
• Handle customer support tickets and shared inboxes, and onboard new customers smoothly.
• Chase outstanding invoices: friendly, professional reminders by email and phone.
• Keep proposals, presentations and customer-facing pages up to date — with the help of AI tools.
• Help us re-engage past (and new potentials) customers and leads through email and LinkedIn outreach.
• Pitch in on the occasional ad hoc task — we’re small, and things come up.

Kualifikimet

Who we’re looking for

• Fluent, professional German (written and spoken), plus good English.
• You’ll speak and write to German business customers every day.
• Reliable and organised: you follow through, hit deadlines, and don’t let things slip.
• A warm, personable communicator: someone who genuinely enjoys talking to customers and building relationships.
• Comfortable with software: you don’t need to be technical, but you should be at home in a CRM and support tools, and happy to use AI to work faster.
• A fast learner: someone who works well to clear weekly and monthly goals in a small, remote team.

Nice to have

• Experience in customer success, account management, sales or B2B support.
• Familiarity with Zoho CRM, Zendesk or similar tools.
• A commercial eye — ideas for winning back customers or growing accounts.

Shënime