Kundenbetreung, Customer Success & Onboarding

About the role

Novo AI is looking for a part-time Customer Success professional to build and scale their onboarding and customer success processes from the ground up. You will manage existing client relationships while developing reusable content, automated workflows, and a knowledge base to improve the user experience for their WatchMen platform. This role balances personal client interaction with the strategic design of scalable support systems.

Responsibilities

• Build and structure the customer success and onboarding process for new and existing clients.
• Design onboarding workflows, including milestones, responsibilities, and communication steps.
• Create educational content such as videos, step-by-step guides, checklists, and FAQs.
• Develop scalable processes and automation for tasks like appointment scheduling and follow-ups.
• Conduct client meetings via Teams or phone to explain platform features and guide users.
• Document client interactions, progress, and open tasks within the CRM system.
• Analyze customer feedback and usage data to continuously improve support quality and efficiency.

Required skills

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

Nice to have

• Video creation
• Knowledge base management
• B2B
• Manufacturing industry knowledge

Qualifications

• 3-5 years of relevant professional experience in customer support, customer 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.