customer support
Posted Jan 8Customer Success Manager
at Mercura
Munich, GermanyOn-site
Responsibilities
- - Lead onboarding and implementation: Guide customers through onboarding and implementation - ensuring quick time-to-value and long-term engagement.
- - Own account success: Drive Mercura’s adoption through training and best practices, while managing accounts for retention, growth, and long-term strategic partnerships.
Requirements
- - Develop deep product and customer expertise: Develop a deep understanding of our software and customers, and champion customer needs in the product roadmap.
- experience in customer success, account management, implementation, or managing client relationships in SaaS, B2B, or consulting - You are a strong communicator, with the ability to engage confidently with C-level stakeholders and build trusted relationships.
- experience with construction, supply chain, and the trades - You are willing to work five days a week from our Munich office with a higher intensity than in a 9-5 job, with occasional customer travel - You are native in German and fluent in English Note: Studies show that men often apply when they meet only part of the criteria, while women and marginalized groups tend to wait until they meet every requirement.
- We care, trust, and support one another, and we make sure that fun is at the heart of everything we do. - Work with the latest tech: AI is at the core of our product, and use the latest tech across our product and processes to tackle meaningful challenges and shape how users interact with AI. - Thrive in a high-growth, high-commitment environment: We’re growing extremely fast because we always put our work and our customers first.
- If you excel in fast-paced settings and want to grow as part of something big from day one, Mercura is for you. - Build for a market most people underestimate: We automate work in a $12T+ industry that still runs on emails, PDFs, phone calls, and manual ERP processes.
- With his background as a Data Scientist at Allianz and at Google in Silicon Valley, he brings extensive expertise in data and AI.
- Lukas’ family has been active in the construction industry for over 100 years, giving him a deep understanding and passion for the sector's specific needs.
- As a top 0.01% physicist, Sean earned a Silver medal for Germany at the International Physics Olympiad (IPhO), began researching with the Max Planck Institute at the age of 16, and has since published at leading machine learning conferences.
- experience at the Massachusetts Institute of Technology (MIT) and Harvard Business School to develop innovative solutions for the industry.
Benefits
- We started with one of their biggest bottlenecks - turning messy technical requests into accurate quotes - and grew to $2M ARR in our first year.
- With a team of 16, we're now targeting $10M by the end of 2026 as well as our expansion into the US.
- WHAT WE OFFER - Competitive compensation and real shares with voting rights, not just VSOP/ESOP - A high-commitment team that works hard, cares deeply, and enjoys building together - Free team dinner up to 4x per week - Access to apartments close to the office from around €800/month - Free Urban Sports Club membership and team workouts - Access to any AI or productivity tools you need WHAT WE’RE LOOKING FOR - You have 1-3 years of
- Step 5: Offer & Reference Checks If we see a great fit, you will get an offer, including a competitive compensation package with equity participation.
Contact
- YOUR TEAM & MENTORS You will work with - Stefan https://www.linkedin.com/in/stefan-zheng/ (Co-Founder & CPO; prev.
- Consultant at Bain & Researcher at Harvard Business School) - Julia https://www.linkedin.com/in/julia-kessler-68a99818a/ (prev.
- CSM & Presidents Club winner at Personio) Your mentors will be - Julian Borg https://www.linkedin.com/in/madrzak/ (Co-Founder & CPO Remberg) ABOUT THE INTERVIEW Step 1: Intro call Casual intro meeting with one of the founders to get to know each other and introduce Mercura.
- Beyond Mercura, we actively support initiatives that promote diversity and gender equity and commit a portion of our personal income each year to organizations expanding opportunity for others. [https://app.ashbyhq.com/api/images/user-content/aea8071f-e224-4680-b825-9d15c5a9df28/8836b971-88e3-4b84-bebc-66dc92a82ee7/founders-1-2%20(1).jpg] OUR COMPANY VALUES Customer first.
Additional details
- Mercura (YC W25) helps the companies that build the real world move at software speed, automating the back-office work that runs the $12 trillion industry behind every hospital, school, and power plant.
- ABOUT THE ROLE As a Customer Success Manager, you will own the customer journey end-to-end - ensuring every user gets maximum value from Mercura.
- You’ll be involved throughout the full lifecycle: from expert discussions during sales, onboarding users, holding workshops, to expanding existing relationships.
- Working closely with our product, sales, and engineering teams, you’ll translate customer feedback into actionable insights, influence the product roadmap, and drive product adoption.
- You’ll build strong, lasting relationships, proactively engage customers, and develop tailored success strategies that ensure satisfaction and measurable impact.
- As a trusted advisor, you help customers achieve their goals while advancing Mercura’s growth ambitions.
- WHAT YOU WILL BE WORKING ON - Customer relationships: Act as the main point of contact and trusted partner for our enterprise customers customers, driving satisfaction and long-term partnerships.
- - Value creation: Help customers unlock measurable savings and efficiency gains, and support them during key negotiations.
- - Cross-functional collaboration: Work closely with product, sales and engineering teams to ensure customer feedback shapes product development.
- - Shape your own role: Take ownership beyond the day-to-day, build new processes, drive your own projects, and leave a real mark on an early-stage company.