Customer Success Manager (German speaking)

About Sparkify

• Sparkify is built by Onstruc UG, a Berlin-based documentation-software company founded in 2020. Onstruc started out building photo-based documentation tools for the construction trade broadly; about two and a half years ago, the team began focusing that experience specifically on electricians, teaming up with Wiha — a German tool manufacturer with 80 years of history and a genuine fan following in the trade — to build the NFC-enabled hardware integration that's now Sparkify's core differentiator.
• Electricians are legally required to document their work — photos, forms, measurement data — after every job; Sparkify replaces pen-and-paper and Excel-and-a-prayer with something that works fully offline in the field, and turns taking a measurement into a tap by pulling data straight off Wiha's testing devices via NFC.
• Live for 120 days, we're already at 85+ clients and roughly 125 seats, adding about one new client a day -well financed, growing, and shipping fast with a small senior team. We're now hiring our first dedicated Customer Success Manager to own the entire post-signup journey as we scale past our first 100 clients.

About the role

• You own the customer journey after signup: onboarding, trial nurturing, first-level support, and expansion. Today the founder handles this personally — he's onboarded our first 100 clients himself — and it's time to hand that off to someone who can own it end to end.
• This is an inbound-only role: no cold outreach. Customers come to us through our website, app stores, trade fairs, and our channel with Wiha; your job is turning that interest into happy, growing accounts.
• You'll talk to electricians daily — by phone, email, and video call — not through scripts or ticket quotas, but real ownership of a growing customer base with a direct revenue lever attached.
• We also want someone proactive: if you hear the same question five times, you turn it into a FAQ entry or a video, and you flag it to product and engineering rather than just answering it again. That's not mandatory, but it's the part of the role with the most room to make it your own.

What You'll Do

• Onboarding: guide new customers to their first success — set up their workspace, walk them through the app, connect their testing device, and get them to their first finished PDF report
• Trial nurturing: actively guide trial customers toward conversion; proven email sequences already exist, and you bring the phone call that closes the loop
• First-level support: handle in-app tickets, support emails, and calls; escalate technical cases cleanly to engineering
• Expansion: support multi-seat rollouts (10–15 licenses), consolidate workspaces, and prompt upgrades as accounts grow
• Scale what you know: own our knowledge base, FAQs, and help articles — if you're explaining the same thing for the tenth time, turn it into a video instead
• Voice of the customer: feed structured feedback back to product and engineering, and coordinate with Wiha's field and wholesale channels <li class="font-claude-response-body whitespace-normal break-words pl-2" style="font-family: arial, helvetica, sans-serif; font-size: 12pt;" d