Customer Success Manager (m/w/d) – CareMates

Do you enjoy working directly with customers, bringing structure to complex projects, and using software in ways that make a real difference in day-to-day operations?
Then this role could be a great fit for you.

CareMates is part of the myneva Group and offers software for managing inquiries and placements in the social services sector. Organizations providing elder care, rehabilitation services, and child and youth services use CareMates to efficiently process inquiries, streamline intake processes, and better manage available capacity.

As a Customer Success Manager (m/f/d), you take ownership of customers as soon as the contract is signed. You ensure that CareMates is set up to meet their needs, coordinate go-lives, train users, and remain an important point of contact after implementation.

The role combines Customer Success, Consulting, Project Management, and Customer Support. At the same time, you will have plenty of room to shape and further develop the customer journey at CareMates.

Your responsibilities

• You successfully bring new customers live. Once the sales process is complete, you take ownership of the implementation project, analyze the customer’s existing inquiry and admission processes together with them, and configure CareMates according to their requirements.
• You manage the implementation from A to Z. You coordinate meetings and tasks, conduct training sessions, and make sure everyone involved knows what happens next.
• You support customers beyond go-live. From the testing phase through to long-term adoption, you ensure that CareMates is successfully integrated into their day-to-day operations.
• You stay close to your customers. Questions, feedback, and support tickets are just as much a part of Customer Success for you as strategic conversations. Many recurring inquiries are already automated, but individual topics still need someone who listens, understands, and finds the right solution.
• You identify opportunities. When additional locations, features, or use cases could add value, you identify these opportunities together with Sales.
• You improve the customer journey. This could include developing self-onboarding, expanding the CareMates Academy, improving documentation, or further automating customer service with AI.
• You bring customer feedback into the product. You work closely with Product, Sales, and the rest of the CareMates team to ensure that recurring customer needs and requirements are identified and made visible.

Above all, you should enjoy working with people. Customer interaction doesn’t drain your energy – it gives you energy. You are a good listener, can explain complex topics in an easy-to-understand way, and remain friendly and solution-oriented even in stressful situations.

You work in a structured and independent manner and stay on top of things even when managing several customer projects at the same time. At the same time, you are pragmatic: not every problem requires a complex process – sometimes, it simply needs a quick and effective solution.

In addition, we are looking for:

• A vocational qualification or university degree in IT, or in healthcare management with a technical focus.
• Relevant experience in Customer Success, SaaS consulting, software onboarding, project management, or customer support.
• A high level of technical aptitude and the ability to quickly familiarize yourself with our product.
• Fluent German and good English skills.

Nice to have:

• Experience in the social care sector or working with organizations in elderly care, disability services, or child and youth welfare is a plus.

• Full equipment: Laptop and mobile phone.
• Hybrid working: A flexible working model that allows you to organize your day in a way that works for you.
• A supportive culture: A culture of appreciation and a collaborative working environment in a growing, international company, with plenty of opportunities to contribute your ideas and make an impact.
• Additional benefits: Access to Corporate Benefits, JobRad bike leasing, or a fully funded Deutschlandticket.
• ICAS support: Access to ICAS, giving you the opportunity to speak confidentially with external advisors about personal and professional challenges.