Junior Customer Success Specialist

About the role

The Junior Customer Success Specialist is responsible for managing a large book of single-store restaurant accounts to ensure they remain active and growing on the SIDES platform. This role focuses on account activation, retention, and expansion through campaigns and signals, serving as an entry point for those new to SaaS. The specialist will handle customer enquiries, manage account health, and facilitate upgrades while learning core customer success processes.

Responsibilities

• Follow up on new accounts from onboarding handover until they transact regularly
• Work the silent-store list weekly to identify and re-engage inactive accounts
• Contact customers who have submitted a termination request to attempt retention
• Run evergreen upsell campaigns and qualify interest in additional modules
• Answer customer success enquiries via CRM and ticketing systems
• Document all customer interactions and flag recurring product issues to leadership

Required skills

• Customer Service
• Account Management
• Inside Sales
• CRM
• German
• Dutch
• English

Nice to have

• Restaurant industry experience
• Delivery industry experience
• Retail experience
• SaaS experience
• Payment product experience

Qualifications

• First experience in a customer-facing role

Benefits

• 50 Euro monthly benefit allowance
• JobRad
• Deutschlandticket
• Company pension scheme
• Wellhub
• Urban Sports Club
• Instahelp mental health support
• Corporate benefits
• Flexible working hours
• Dog-friendly workplace

About the Company

SIDES is a specialist in the gastronomy and delivery industry with over a decade of experience. The company provides a collaborative environment that encourages ownership, impact, and continuous professional development.