Senior Customer Success Manager (12 Month Fixed Term Contract, Parental Leave Cover)

CharlesBerlin

Stellenbeschreibung:

Customer Success is central to how charles drives measurable value for Europe’s most innovative brands
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
You’ll build trust with senior stakeholders, shape value plans tailored to their goals, and ensure smooth adoption of our product across use cases
Your work will directly contribute to retention, expansion, and long-term partnerships — and you’ll play a key role in strengthening how Customer Success operates across the company
Join us in Berlin and help accelerate the impact of Conversational AI for leading consumer brands
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
Create compelling customer success stories and share learnings that raise the quality of execution across the team
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
Continue building your expertise in Conversational AI and help shape internal best practices as you grow

High levels of empathy and emotional intelligence to build trust-based relationships with senior stakeholders
Effectively prioritize tasks and coordinate a portfolio of multiple clients and internal stakeholders
2+ years in customer-facing roles (Customer Success, Account Management, Consulting, etc.)
Clear and confident communicator in German and English
Tech-savviness (Knowledge of AI/CRM/marketing technology software is a plus)
Self-motivated and proactive attitude, with a strong sense of ownership and accountability
Bachelor’s degree in Business, Technology, or a related field
Experience in B2B SaaS or strong domain knowledge in e-commerce/D2C
Intrinsic motivation, attention to detail, and drive to deliver exceptional results
Trusted and collaborative team player with a warm, positive, and caring personality

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