Customer Success Manager - Parental Leave Cover (Fixed Term)

About the role

As a Senior Customer Success Manager, you will own a portfolio of key accounts and guide customers toward maximizing the outcomes they achieve with our Conversational AI and CRM. You'll develop account strategies, elevate performance across the customer journey, and help clients turn messaging into a reliable channel for attracting, converting, and retaining customers.

What you'll do

• Drive the onboarding process of new customers by understanding their business objectives and identifying value potential
• Define use-case strategies and success plans that drive measurable impact for each client
• Analyze product usage data and translate insights into actionable best practices in conversational marketing and commerce
• Collaborate closely with Sales, Product, and Marketing to promote customer-centricity and ensure customers receive a unified, high-quality experience
• Gather structured product feedback and provide clear insights that help improve usability, adoption, and feature development
• Identify expansion opportunities and manage renewals, ensuring long-term account health and commercial success
• Track market and industry trends to inform recommendations and strengthen client strategies

What you'll need

• Bachelor's degree in Business, Technology, or a related field
• 2+ years in customer-facing roles (Customer Success, Account Management, Consulting, etc.)
• Experience in B2B SaaS or strong domain knowledge in e-commerce/D2C
• High levels of empathy and emotional intelligence to build trust-based relationships with senior stakeholders
• Self-motivated and proactive attitude, with a strong sense of ownership and accountability
• Clear and confident communicator in German and English

What they offer

• Competitive compensation package
• Urban Sports Club discounted membership
• Free company lunch on Thursdays
• Mental health support through OpenUp partnership
• Office in central Berlin with dog-friendly environment