Customer Success/ Support E-Commerce

About Nordmut
Nordmut is a growing e?commerce company based in Hamburg, focused on delivering high?quality products and a seamless online shopping experience to our customers. We combine data?driven decision making with a strong customer focus to build long?term relationships and sustainable growth.

Role Overview
As a Customer Success Manager at Nordmut, you are responsible for ensuring that our B2C customers achieve their desired outcomes with our products and services and enjoy a consistently excellent experience across all touchpoints. You will own the post?purchase relationship, drive adoption and retention, and act as the main link between our customers and internal teams such as Sales, Marketing, Product, and Operations.

Key Responsibilities
Own and manage a portfolio of customers, building strong, long?term relationships and acting as their primary point of contact.

Monitor customer health, usage, and feedback using our CRM and analytics tools, and proactively engage customers to prevent churn and increase satisfaction.

Conduct regular business reviews (e.g. QBRs) to discuss performance, optimization opportunities, and strategic next steps with key accounts.

Work closely with our Support team to ensure fast, high?quality resolution of operational and technical issues and communicate clearly with customers throughout.

Collect, structure, and share customer feedback with Product, Marketing, and Operations to improve our assortment, online shop experience, and services.

Contribute to scalable customer?facing assets such as help center content, playbooks, FAQs, and best?practice guides for our e?commerce offerings.

Track and report on key customer success metrics (NPS, retention, expansion, order frequency, return rate, etc.) and derive concrete action plans.

Requirements
2–4 years of experience in Customer Success, Account Management, E?Commerce Management, or a similar customer?facing role, ideally in an online retail or digital environment.

Strong customer orientation, with the ability to understand business goals, translate them into concrete actions, and build trust?based relationships.

Excellent communication and presentation skills in English; German language skills are a strong plus.

Solid analytical skills, confidence working with data, and experience using CRM or CS tools and dashboards (e.g. Zendesk, Salesforce, Gainsight, or similar).

Good understanding of e?commerce processes (traffic, conversion, merchandising, fulfillment, returns) and customer lifecycle management.

Proactive, solution?oriented working style with strong ownership, prioritization, and time management skills.

Ability to work cross?functionally and coordinate with Sales, Marketing, Product, and Operations teams.

What We Offer
The opportunity to shape the customer success function at Nordmut and have a direct impact on customer satisfaction and company growth.

A dynamic e?commerce environment with short decision paths and a high degree of autonomy.

A collaborative team culture, flexible working arrangements, and modern tools to support your work.

An office in Hamburg plus the option to work remotely several days per week.

If you are passionate about building strong customer relationships in e?commerce and want to help our customers and Nordmut grow together, we look forward to your application.