(Senior) Customer Success Manager (m/w/d) - Parental Leave Cover (Fixed Term)
As a Senior Customer Success Manager at Charles, you will oversee a portfolio of key accounts, guiding clients to maximize outcomes with our Conversational AI and CRM solutions. This role involves developing account strategies, enhancing performance throughout the customer journey, and assisting clients in leveraging messaging as a reliable channel for customer engagement. You will collaborate closely with senior stakeholders to tailor value plans aligned with their objectives and ensure seamless product adoption across various use cases.
Your daily responsibilities will include driving the onboarding process for new customers by understanding their business goals and identifying potential value opportunities. You will define use-case strategies and success plans that deliver measurable impact for each client, analyze product usage data to derive actionable insights, and work closely with Sales, Product, and Marketing teams to promote a customer-centric approach. Additionally, you will gather structured product feedback to inform usability improvements and feature development, create compelling customer success stories, and identify expansion opportunities to manage renewals, ensuring long-term account health and commercial success.
To be successful in this role, you should have a Bachelor's degree in Business, Technology, or a related field, with at least 2 years of experience in customer-facing roles such as Customer Success, Account Management, or Consulting. Experience in B2B SaaS or a strong understanding of e-commerce/D2C is preferred. High levels of empathy and emotional intelligence are essential for building trust-based relationships with senior stakeholders. A self-motivated and proactive attitude, effective prioritization skills, and the ability to coordinate a portfolio of multiple clients and internal stakeholders are crucial. Fluency in both German and English, along with technical proficiency and a keen interest in technology, are also important.
This position offers a fixed-term contract of one year as a parental leave cover, with full-time hours based in Berlin. The role operates on a hybrid working model, providing flexibility and a dynamic work environment. Charles offers a competitive compensation package, including benefits such as discounted Urban Sports Club membership, free company lunches on Thursdays, discounts on BVG tickets, mental health support through a partnership with OpenUp, and a friendly, open, multicultural work environment. The office is dog-friendly, and the company fosters a vibrant team culture with regular team-building activities and shared celebrations.
Charles is a conversational AI and CRM company that helps businesses maximize customer engagement and revenue through conversational channels like WhatsApp. Their AI agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance. Founded by Artjem Weissbeck and Andreas Tussing, Charles is backed by Salesforce Ventures, Accel, and HV Capital, having raised over EUR 30 million to build the global leader in conversational marketing SaaS for consumer brands.