Customer Success & Onboarding

About the role

Novo AI is looking for a part-time Customer Success & Onboarding specialist to build a scalable customer success function from the ground up. You will manage existing customer relationships while developing reusable content, onboarding workflows, and automated processes to improve efficiency. This role involves collaborating with technical colleagues to translate customer needs into clear, actionable onboarding steps.

Responsibilities

• Build and manage customer onboarding workflows including kick-offs and platform introductions.
• Create educational content such as videos, step-by-step guides, and FAQs for a knowledge base.
• Design scalable processes and automation for tasks like appointment scheduling and follow-ups.
• Maintain personal contact with customers via meetings and calls to resolve issues and track progress.
• Document customer interactions, feedback, and project status in the CRM.
• Analyze customer feedback and usage data to continuously improve onboarding quality and efficiency.

Required skills

• Customer Success
• Customer Onboarding
• German
• English
• CRM
• Process Automation

Nice to have

• Video creation
• Technical writing
• B2B
• Manufacturing industry knowledge

Qualifications

• 3-5 years of relevant professional experience in customer support, success, or onboarding

About the Company

Novo AI is a technology company based in Hannover that provides the WatchMen platform and AI sensor technology to help manufacturing companies monitor machine states, downtime, and production metrics.