Customer Success Manager

About the role

We are seeking a Customer Success Manager to join our global digital ecosystem, serving hundreds of millions of users worldwide. Based in Luxembourg and operating fully remotely, you will be the primary point of contact for users, delivering empathetic and effective support while driving retention and platform engagement.

Key responsibilities

• Provide timely, accurate, and professional responses to customer inquiries across digital channels.
• Resolve issues efficiently with a focus on satisfaction and retention.
• Guide users through platform features, addressing concerns and offering clear solutions.
• Identify opportunities to improve engagement and usage proactively.
• Handle high volumes of requests while maintaining consistency, empathy, and attention to detail.
• Adapt communication style to diverse cultural contexts within an international user base.
• Collaborate with internal teams to escalate and resolve complex technical or operational issues.
• Contribute to continuous improvement of support processes and service quality standards.

Required profile

• Fluent English; additional languages such as Spanish, Japanese, or Chinese are a strong advantage.
• Experience in customer support or success roles, preferably in international or digital‑first environments.
• High emotional intelligence and strong problem‑solving abilities.
• Ability to work under pressure, manage high request volumes, and maintain service quality.
• Adaptable, quick learner comfortable in fast‑changing environments.
• Proactive “can‑do” attitude with a commitment to excellent service.
• Strong organizational skills and attention to detail.

Required skills

What we offer

• Fully remote work with global flexibility.
• Competitive annual vacation allowance (28 calendar days).
• Wellness and wellbeing benefits.