Job Description

Germany, Berlin, Berlin

DESCRIPTION



About Zenchef



At Zenchef, we empower over 20,000 European restaurants. Our platform streamlines reservations, optimizes table management, and fosters lasting connections. With a suite of features enhancing the entire dining journey, we redefine experiences, turning first-time diners into loyal regulars. Our mission is to create memorable dining moments, and our vision is a restaurant industry where technology brings people together at the table.



At Zenchef, our core values—Craft, Thrive, and Heart—guide everything we do. We are dedicated craftspeople who blend ownership with hospitality, prioritize quality, and embrace continuous growth. Leadership, a focus on long-term success, and a commitment to development shape our decisions, creating an environment where everyone can thrive. Rooted in trust and compassion, we celebrate unity and cherish the moments we share together.

Your purpose:

As a Customer Success Manager, you’ll be the strategic partner for our customers - guiding them from onboarding through adoption, growth, and renewal. Your mission is to ensure each customer sees clear value from our solution, feels supported, and grows with us over time. You’ll act as the voice of the customer internally and a trusted advisor externally, working cross-functionally with product, support, sales, and marketing to deliver an exceptional customer experience.

? Your team:

You will join our Customer Experience team, a passionate group committed to providing the best service to our customers. Reporting to the Head of Customer Success, you will work closely with various departments and oversee the Enablement function, from our Berlin office.

? What you will do:

Own a portfolio of accounts (SMB/Mid-Market/Enterprise) and build strong relationships



Conduct training sessions and product walkthroughs



Drive product adoption, usage, and expansion within accounts



Monitor account health, proactively address issues, and reduce churn risk



Serve as the customer advocate internally—surface pain points and feature requests



Analyze usage trends and business impact to help customers get the most out of the product



Collaborate with Sales on upsell opportunities and renewals



Contribute to playbooks, onboarding materials, and internal documentation



Support continuous improvement of the CS journey through feedback and experimentation



REQUIREMENTS

? What you will bring to the table:

2–4 years of experience in Customer Success, Onboarding, or Account Management in a SaaS or tech-driven environment



Experience in platform migration and/or new market expansion, preferably for Germany



Excellent communication and relationship-building skills



Experience working with B2B clients, ideally in hospitality, retail, or POS/booking systems



Proven ability to manage change-sensitive customer relationships



Highly organized, proactive, and confident juggling multiple customer journeys at once



Comfort working cross-functionally with support, product, and operations teams



Fluent in German and English



What we offer



Base salary of up to 48,000 EUR per year + variable & upsell bonus



An office in Berlin's Mitte district



A hybrid work environment



A work from abroad policy



Breakfast in the office



Monthly well-being budget



30 vacation days



Commuting allowance