Senior Customer Success Manager – Parental Leave Cover

Responsibilities

• 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

Requirements

• 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
• Effectively prioritize tasks and coordinate a portfolio of multiple clients and internal stakeholders
• Clear and confident communicator in German and English
• Tech‑savviness (Knowledge of AI/CRM/marketing technology software is a plus)
• Intrinsic motivation, attention to detail, and drive to deliver exceptional results
• Trusted and collaborative team player with a warm, positive, and caring personality

Core Competencies

Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving measurable impact through strategic use‑case development and customer onboarding. Proficient in analyzing product usage data and fostering collaboration across Sales, Product, and Marketing to enhance customer experience and account health.