Customer Success Specialist (German speaking)



Customer Service, Sales & Business Development
Zagreb, Croatia
Posted on Tuesday, July 25, 2023

About FreshBooks

FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide. FastBill (founded 2007, Frankfurt) became a part of the FreshBooks team in 2021, adding a whole host of incredible products for business owners to our portfolio, and talented members to our teams. These team members are found all over the globe, including Germany thanks to FastBill! We know that different folks thrive in different working environments: so whether it’s remote, onsite, or anything in between, you’ll find it with us.

The Opportunity - Customer Success Specialist

The Customer Success Specialist is responsible for increasing long-term customer retention by providing support, onboarding support, and making FastBill Premium and Monsum more “sticky” for our existing customers. The Associate proactively engages with customers to make recommendations that illustrate FastBill’s and Monsum’s values and ultimately increase retention. You know what makes customers successful and what makes them leave, and you pull out all the stops to get them to stay.

What you’ll do as a Customer Success Specialist:

  • Onboard new customers to FastBill Premium and Monsum, ensuring a smooth transition onto our platform
  • Handle customer feedback for FastBill Premium and Monsum through scheduled feedback calls and through churn calls
  • Handle transactions and receipts for FastBill Premium and Monsum customers
  • Establish and maintain customer relationships to gain their trust and respect
  • Build long-term relationships with customers, providing ongoing support and guidance
  • Identify and implement strategies to improve customer retention and satisfaction
  • Work closely with Sales and Marketing on providing feedback back to them based on customer feedback
  • Develop a deep understanding of our products and services and be able to communicate the benefits to customers
  • Contribute to the development of our customer success strategies and initiative

What You’ll Bring to the Role:

  • Proven experience in a customer-facing role, ideally within a SaaS environment
  • Excellent interpersonal and communication skills, with the ability to build strong relationships with customers
  • Strong problem-solving skills, with the ability to think creatively to find solutions to customer issues
  • Strong organizational skills and attention to detail
  • Ability to work independently and as part of a team
  • Native in German and bilingual proficiency (fluent) in English, both spoken and written

You will stand out if you have:

  • Solid understanding of business processes
  • Experiences in improving and creating structures or operational workflows
  • Conflict management skills
  • Knowledge of invoicing, accounting, and banking processes is a plus

Our Commitments to You

At FreshBooks each person knows their opinion is valued, and can see their impact on the lives of over 10 million small business owners around the world. Accelerate your career, work on projects you're passionate about, and work as a part of a collaborative team without ego! Here are some of the ways FreshBooks recognises and rewards our employees:

  • 🩺 Comprehensive Compensation and Wellness Benefits. Including Pension Plan matched to your local office, stock options for every full time employee, generous time off, annual healthy living credit, and more.
  • 📚 Perks that Matter. Including a Peer Recognition Program, an Employee Assistance Program, headphone credit, meaningful in-person gatherings to bring onsite and remote employees together, and more perks matched to your locale.
  • 🌱Working Environments to Help You Thrive. Beautiful office spaces welcome you in Germany, Croatia, and Netherlands, and remote FreshBookers receive a home office credit to set up your home office.
  • 🤗 Supportive Peer Group, Mentors, and Leaders. We care about each other across the organisation and have programs to support this so everyone feels a strong sense of belonging, and believes in collective impact.
  • 🚀 Accelerated growth. 2 week dedicated company onboarding, career development through continuous coaching, training, and learning on the job.


Even if your experience doesn't meet every bullet on the above lists, we'd love to learn more about you and why you think FreshBooks is the next step in your career.

FreshBooks is an equal opportunity employer. We do not discriminate based on gender, religion, race, mental disability, sexual orientation, age, or any other status. All applicants are considered based on their qualifications and merits. At FreshBooks, we inspire an environment of mutual respect and we believe diversity and inclusion are crucial to our success.

FreshBooks provides employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at phone (+1) 416-780-2700 and/or