Customer Experience Manager and Operations Lead (EMEA) (m/f/d)

Our EMEA growth is outpacing our capacity. We need someone who can own the customer journey end to end and set the bar for Customer Success at scale.

As the first dedicated Customer Success & Support Manager in EMEA, you will be a key part of our growth journey—owning onboarding, support, and success activities for our regional customers. You will ensure customers achieve their business goals with Cula’s solutions, while laying the operational foundations for a scalable and repeatable Customer Experience function in EMEA.

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Core responsibilities include:

• Customer Onboarding: Manage and deliver onboarding projects, including (on-site) business process analysis, configuration of the Cula platform according to customers’ processes and data models and on-site customer training, post go-live support to ensure adoption and implement process optimizations.
• Customer Support: Respond to and resolve multi-channel support requests. Document and maintain knowledge base articles for customer self-service.
• Customer Success: Conduct quarterly business reviews (QBRs), close product adoption gaps, run customer surveys, partner with Account Management on the commercial side and with Engineering to ensure customer priorities are aligned with the product roadmap
• ‍Customer Experience Operations: Implement, manage and optimize tools used by Customer Experience teams, including the Support Ticket Tool, Customer Success Platform, and integrations with Customer Relationship Management and Billing tools. Prepare reports for leadership.

We don’t expect you to have experience in all areas, but we do expect:

• 3+ years of experience in a Customer Success, Support, or Professional Services role for a SaaS company or tech product,
• excellent communication skills and comfort with customer-facing interactions,
• strong project management skills, ideally from customer onboardings,
• ability to plan and prioritize your own work,
• technical aptitude and understanding data models, e.g. for configuring SaaS products, and
• a passion for addressing climate change with a strong sense of urgency in your work.

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It would be a bonus if you:

• have carbon removal industry knowledge,
• have experience in setting up internal customer experience tools like Zendesk, Gainsight, Salesforce, or HubSpot,
• know SQL to export data from a database, or
• can write small scripts in Typescript.

We hire for drive, not perfect resumes. You learn fast, solve problems without hand-holding, and deliver high-quality outcomes that matter to the customer. You know when to ask for help and how to pick up new skills on the fly.

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You put the customer first, sweat the details, and take full ownership, no loose ends. You find root causes, fix them, and prevent repeat issues. You communicate directly and clearly about what you’re doing, why, and what you expect from others. You thrive in an open feedback culture and choose the best solution over the easiest one.

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This role is EMEA-focused. Expect to work closely with customers during their business hours. The first six months will be mainly on-site in Potsdam (Germany) for onboarding and training. After that, plan on regular visits to Potsdam and to customers across EMEA, with occasional travel beyond the region.

• Work alongside one of the most skilled product teams in carbon removal.
• A team that cares deeply about the mission and each other.
• High ownership from day one - you drive outcomes, not just tasks.
• An execution-focused culture where speed and quality go hand in hand.
• Direct exposure to customers and facilities shaping the future of carbon removal.
• Competitive salary and equity.

If this role excites you but you don’t meet every single requirement, we still want to hear from you.

Cula is an equal opportunity employer, we welcome talent of all backgrounds, identities, and perspectives.