Customer Success & Implementation Manager

The Company
Makula Technology GmbH is transforming how machine manufacturers deliver after-sales service. Our AI-powered platform enables SME machinery suppliers to digitalize their service operations, reduce unplanned downtime, and unlock new recurring revenue.

We are a post-revenue, rapidly growing SaaS company based in Berlin.

The Role
This role is highly implementation-driven. As our Customer Success Manager, you will take full ownership of onboarding and rollout for each new customer — from mapping their workflows to driving adoption across their entire team.

Most of our clients are traditional industrial companies with long-established processes. You must be able to translate complexity into clarity, guide them step-by-step, and earn their trust as their digital transformation partner.

Your interpersonal skills will be critical: you will spend significant time in direct communication with customers, handling change management, aligning stakeholders, and helping them see the value of Makula’s Service AI approach.

This is not a passive “account manager” role. It is a hands-on implementation, onboarding, and relationship leadership role at the core of our business.

Tasks

Your Responsibilities

1. Own the complete implementation and onboarding process — from kickoff workshops to go-live — ensuring customers successfully adopt Makula across their service teams.
2. Work closely with customers’ technicians, service managers, and leadership to simplify workflows and help them confidently transition from manual/excel-based processes to digital tools.
3. Build strong, trust-based relationships and become the customer’s primary partner and advisor throughout onboarding and beyond.
4. Conduct on-site and remote training sessions to ensure every user understands the platform
5. Manage customer interactions through Intercom and maintain clear, supportive communication at all times.
6. Collaborate tightly with product and engineering to channel customer insights, especially around implementation challenges and workflows.
7. Track customer health, adoption patterns, and early success metrics — identifying risks early and proactively solving them.
8. Support expansion, upsell, and module adoption by understanding customer goals and demonstrating value.
9. Constantly refine and improve Makula’s implementation and customer success playbooks.

Requirements

• 4+ years of experience in B2B SaaS customer success, onboarding, or implementation, with clear evidence of leading successful rollouts.
• Exceptional interpersonal skills — empathetic, patient, consultative, and able to build strong relationships with customers at all levels (from service technicians to executives).
• Comfortable working with traditional/low-digital-maturity industrial customers, guiding them through change in a structured and supportive way.
• Strong communicator in English & German (written and verbal). Additional European languages are a plus.
• Experience facilitating workshops, training sessions, and onboarding milestones.
• Able to manage several implementations at once with high clarity and organization.
• Analytical mindset with the ability to use data to track adoption and measure success.
• Curiosity and enthusiasm for AI-driven solutions

Benefits

• Attractive base salary + commission
• Flexible working hours and up to 30 days per year working abroad
• Clear path to Team Lead as our CS organization grows
• New, fully equipped office at Mindspace Münzstr., Berlin-Mitte
• Discounted Urban Sports Club membership
• A diverse and inclusive company culture