Customer Success Manager - Startup F. Darmgesundheit (vollzeit) (m/w/d)

Customer Success Manager

This role is for ambitious people who think big about customer success and love challenges. At embelly, you will not only shape the direct contact with our customers but also develop the processes, standards, and tools that make our service sustainably scalable and excellent. It is especially valuable if you already have experience in the healthcare sector: this brings the understanding and language to support our customers with expertise, empathy, and solution orientation.

About embelly

We are a Berlin health startup focused on gut health. We offer holistic and scientifically-based help and support consisting of health tests for home, herbal supplements, alternative therapy approaches, and health counseling.

Responsibilities

• Be the first point of contact for our customers via phone, email, chat, and social media.
• Develop and optimize standards, processes, and guidelines for a scalable, high-quality customer service.
• Implement modern tools and automations (including AI solutions), which increase efficiency and customer satisfaction.
• Analyze customer feedback and derive concrete improvements for product, communication, and processes.
• Be an ambassador of our mission by empathetically and solution-orientedly supporting people with digestive complaints.

Community & Partner Management

• Engage with our community on Instagram and other channels.
• Support community building with ideas, feedback loops, and close exchange with our target group.

Your Perspective

At embelly, you are not just "support" but a key pillar in the growth of embelly.

• You have the chance to build the customer success area independently and take on a leadership role in the long term (e.g., team lead customer success).
• Depending on your strengths, you can also develop in partner management or community management in the medium term.
• You receive deep insights into a fast-growing startup and work directly with founders and experts in the field of gut health.

Qualification

• German at native level, English fluently
• 3+ years of relevant experience in customer service/customer success, ideally in the health, healthcare, and/or e-commerce sectors.
• Education or training in health, nutrition, medicine, psychology, etc. – or substantial practical experience in this environment.
• Proven experience in building or optimizing customer service processes (e.g., tools, automation, standards).
• High sense of responsibility, ambition, and a desire to truly "own" an area.
• Empathy and communication skills: you listen, find solutions, and help people move forward.

Benefits

Why embelly

• Strong purpose: We solve real problems (gut complaints) and have already helped many of our customers.
• Fast development opportunities and a strong learning curve
• Flat hierarchies and quick decisions
• Weekly feedback and coaching
• Positive vibes and motivated colleagues
• Team events
• Dog-friendly

Application Process

Informal application with resume. Please write us 3-6 sentences in your application for each of the following three questions:

• What interests you about this position?
• What experience and expertise do you bring?
• Why should we choose you?

Initial interview over (video)call, second interview on-site.

We look forward to getting to know you :)