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About the Role

As a Customer Success Manager, you will ensure that our customers not only know koppla but also use it successfully in their daily work. You understand how work is done on construction sites and in projects, where challenges arise, and what teams need for planning and collaboration to function smoothly. You will guide customers through the implementation, support them in execution, and help them integrate koppla meaningfully into their workflows. Your goal is to build long-term customer relationships, avoid churn, and turn satisfied users into true koppla fans.

Responsibilities

Ensure customers understand koppla, use it confidently, and experience its value in their daily work.
Guide customers from onboarding until teams use koppla securely and successfully.
Understand the work reality on the customer side, identify potential, and derive concrete measures.
Monitor usage, challenges, and risks, and address issues proactively and solution-oriented.
Build trusting relationships with users, champions, and relevant stakeholders.
Collaborate closely with Sales, Product, and Marketing, and channel customer feedback systematically into the company.
Utilize HubSpot effectively to track progress, open issues, and next steps.

Requirements

A genuine desire to advance customers, coupled with structure, empathy, and curiosity.
Enjoy empowering customers, proactively addressing and solving problems.
Willingness for regular customer appointments, including on-site visits, and comfort in larger group discussions.
Independent and structured work style: maintain clean documentation, manage the CRM, and oversee multiple accounts simultaneously.
Ability to navigate complex organizations: understand decision-making mechanisms, identify the right contacts, and comprehend decision processes.
Native-level German proficiency (minimum C1) and conversational English skills.
Alignment with company values as outlined in the Culture Playbook and a drive to make an impact.

Skills

Customer Success
Account Management
Support (SaaS/Tech)
Construction Industry
Craftsmanship
Project Management
HubSpot

Location

Berlin
Hybrid

Work Type

Hybrid
2+ days/week in office/at customer site

Experience Level

Entry-level to mid-level

Education Level

Degree or vocational training in construction, craftsmanship, or project management is a plus for a career change into tech.

Salary/Compensations

€50,000 - €75,000 depending on experience

Benefits

Company ownership through tax-optimized equity grants.
Company culture prioritizing transparency, respect, autonomy, collaboration, and well-being.
Appreciation for hard work with work-life/family integration.
28 days of vacation.
Flexible working hours.
Workation options.
Hybrid work model.
Dog-friendly office in Berlin.
Free lunch, drinks, and snacks.
Home office budget at start.
Annual personal development budget of €1,500.
30% subsidy for company pension plan ('BAV').
Urban Sports Club membership.

About the Company

koppla develops the collaborative scheduling tool of the future for the construction industry, helping project teams complete projects on time by identifying delays and disruptions before they impact the schedule.
koppla is an ambitious team that enjoys its work, aiming to help the construction industry build more efficiently.
We partner with leading construction companies, achieving significant results like identifying potential for schedule acceleration of several months.
Our ambitions are supported by leading VCs and experienced business angels.
We are tackling a billion-dollar problem in a largely undigitized and underserved market.
Our culture is a core part of our identity, and we prioritize slow, selective hiring to build a small, high-quality team developing a great product.
We draw inspiration from companies like Netflix, Ashby, and Linear.

Equal Opportunity

All genders welcome.