Customer Success Manager (m/f/d)
Focus on Support & Customer Service

The Hallo Welt! GmbH is one of the leading specialists for the Wikipedia software MediaWiki. We are the developers of BlueSpice, the open source wiki for companies, which is used in more than 160 countries and has over 1,000,000 downloads.

We are fascinated by the task of developing easy-to-use, standardized enterprise software. Our software integrates state-of-the-art frameworks, new technologies, and standards. We optimize, automate, test, and publish it in our cloud services or as a server solution.

We also deliver the full range of services: from planning, installation, and development to maintenance and support. Our specialized team of more than 25 employees ensures that the wikis of more than 250 customers from all industries and in three continents are optimally planned, implemented, and supported.

Can you keep track of everything even in the support jungle? Do you enjoy supporting customers, coordinating solutions, and working with internal teams to find the best approach?

Then join our Customer Success Team at Hallo Welt! GmbH as a Customer Success Manager (m/f/d) with a focus on support and customer service. Become the primary point of contact for our existing and new customers and manage support requests in a structured manner from the initial inquiry through to resolution. Hybrid work is possible.

• You’ll be an integral part of the Hallo Welt! Customer Success Team, coordinating and prioritizing support requests at the 1st, 2nd, and 3rd levels.
• You’ll manage incoming support requests across various channels, ensure they’re handled in a structured manner in accordance with our SLAs, and keep track of tickets, tasks, and workloads.
• You will familiarize yourself with our customers’ individual requirements and use cases and work with them to develop suitable solutions, e.g., during onboarding or when creating and customizing templates.
• You will develop a deep understanding of our customers’ needs and requirements and serve as the central point of contact for complex support issues.
• You will assist with incident management, e.g., coordinating, communicating, and following up on issues with our customers.
• You prioritize ongoing tasks in close collaboration with Sales, Service, Development, and Product Management.
• You develop and optimize support processes, establish a structured reporting system, and ensure transparency regarding support performance and quality.
• You work closely with the team using our ticket system (Easy Redmine) and adapt it as needed.
• You promote knowledge sharing within the team and help ensure that solutions and experiences are documented for the long term.

• Ideally, you have a degree or equivalent qualification in a technical or business field.
• You have at least 3 years of experience in IT or software support, ideally in the enterprise software sector.
• You have a strong understanding of support processes and their ongoing development.
• You are known for your structured, solution-oriented approach to work and can set priorities effectively even under time pressure.
• You remain friendly, solution-oriented, and professional even in challenging situations, and you work conscientiously, reliably, and meet deadlines.
• You have excellent written and spoken German skills (C2) and good English skills (at least B2) for daily communication.

• Diverse and interesting tasks with a high degree of autonomy
• Flat organizational structures, an international and motivated team, and a positive atmosphere
• Flexible working hours, flex-time options, and the ability to work remotely or from home
• A job in one of Germany’s most beautiful cities with an excellent quality of life: Regensburg. Excellent public transportation connections included.
• A personal budget for continuing education and professional development
• Extras such as a contribution to the company pension plan

• A position with the innovation driver for MediaWiki applications
• Access to state-of-the-art technologies such as Docker and many others
• Creative freedom in a small, but fine team of developers and tech support employees
• Challenging projects and continuous learning on the project
• Close contacts to a globally operating developer community

Please send your application in digital form, stating your salary expectations, to our job portal. We look forward to hearing from you!

Please send your documents to career@hallowelt.com

Hallo Welt! GmbH
Bruderwöhrdstraße 29
93055 Regensburg
Germany