Customer Experience Innovation Manager (d/m/w)

Role

As Customer Experience Innovation Manager you will design, prototype and validate proactive Customer Success and service concepts for Lexware Office. You will run experiments that range from small automated helpers to larger onboarding wizards and success flows, make ideas tangible with low-/no-code and vibe-coding tools, and collaborate closely with product, support and data teams to prepare scalable solutions.

Key Responsibilities

• Develop and test new Customer Success and service ideas beyond standard support requests (e.g., auto-generated emails, onboarding wizards, next-issue-avoidance flows).
• Build fast prototypes yourself using Low-/No-Code platforms, vibe-coding environments (e.g., Bolt, Lovable) and automations (n8n) to validate concepts without waiting for engineering capacity.
• Leverage Intercom and upcoming Customer-Success-Agent tooling to extend or complement existing toolchains with custom services.
• Conduct customer interviews, trend observation and collaborate with product, support and data teams to identify high-impact proactive services and paths to scale.
• Combine technological solutions with empathetic, human-centered approaches to determine when personal support is needed versus automated workflows.
• Foster an innovation culture focused on fast testing, learning from failures and celebrating successes.

Requirements

• Hands-on experience with vibe-coding tools (Bolt, Lovable) or Low-/No-Code platforms and automations (ideally n8n) enabling independent prototyping.
• Experience or aptitude in one or more areas: Customer Success, Service Design, customer interviews, UX research, analytical thinking or data analysis.
• Strong customer empathy, ability to identify services that create real customer value.
• Self-organized, strong communicator and team player.
• Very good German language skills (minimum C2) — company language is German.
• Bonus: experience with AI-supported services or SaaS products.

Location & Working Model

• Based in Freiburg im Breisgau with weekly on-site meetings; hybrid model allowing home office for focused work. Team decides on exact balance.

Team & Impact

• You will join a complementary innovation team aiming to shift Lexware Office support toward proactive Customer Success; your experiments will directly affect how hundreds of thousands of small business customers experience the product.

Benefits (selected)

• Personal onboarding (onboarding app, welcome days, buddy program)
• Hybrid working model, flexible working hours
• E-learning programs, access to Lexware software and inhouse training
• JobRad / bike leasing, e-charging stations, ÖPNV subsidy
• Attractive time-value account model and company pension plan
• Free coffee/tea, subsidized company restaurant
• Health offerings (health portal, Hansefit, health checks), sports events and on-site facilities