Customer Success Manager (m/f/d)

Blockbrain; Stuttgart; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Flexible work model

Deutschland-Ticket

Wellpass fitness membership

Access to AI tools

Company off-sites

Top team

Competitive package

Job summary

Blockbrain, a German AI startup, is seeking a hybrid Customer Success Manager / Engineer to turn customer goals into working AI use cases on the Blockbrain platform. You own onboarding, adoption, and expansion across a portfolio of enterprise customers, guiding success from start to renewal.

You will work hands-on with Forward Deployed Engineers, connect AI solutions to Microsoft 365, Dynamics, and CRM systems, and collaborate with Product to remove blockers and demonstrate value.

Qualifications

• 4+ years in Customer Success, Account Management, Consulting, or Business Development or a related customer-facing role.
• Confident communication with end users, stakeholders, and senior decision-makers.
• Strong tech affinity to understand AI use cases, integrations, and data/process dependencies.
• Ability to turn customer goals into clear use cases and measurable outcomes.
• Independent account management and cross-functional coordination across full lifecycle.
• Curiosity, customer empathy, and commercial judgement; comfortable with ambiguity.
• German at C2 level, English at C1–C2.

Responsibilities

• Own a portfolio of customers across onboarding, adoption, success metrics, retention and renewals.
• Build trusted relationships and understand goals, blockers and risks.
• Lead enablement and change-management activities; build and test AI use cases in the Blockbrain platform.
• Identify expansion opportunities and support renewals with internal stakeholders.
• Collaborate with Product and Engineering to remove blockers and provide structured customer evidence.
• Agree outcomes and adoption indicators; monitor progress and escalate risks early.

Skills

Strong communication

Tech affinity

Solution oriented

Organizational talent

Ownership mindset

German C2 / English C1‑C2

Tools

Forward Deployed Engineering

Microsoft 365 / Dynamics / CRM integrations

Job description

For mid-sized and enterprise companies in DACH, knowledge is the last real competitive lever. Yet knowledge gets stuck in tools and SharePoint folders — or disappears when experts leave. While IT is still planning, employees are already using ChatGPT and the like — without governance, and sensitive data is leaking out.

With the Knowledge Bots platform, Blockbrain creates what companies truly need: AI-powered knowledge management that is quick to implement, flexibly scales, and operates in a compliant manner. Teams use our GenAI building blocks to build tailored AI assistants, agents, and workflows in minutes — just like Lego.

• Series A funded with strong growth momentum (10x product usage & 5x revenue in 2025)
• Enterprise clients such as Roland Berger, Bosch, IONOS, and Harting from industries including manufacturing, finance, and legal — sectors with the highest security requirements
• ISO 27001 certified, EU AI Act ready. Made in Germany.

Why this role, why now

As Blockbrain grows into more enterprise accounts, customer success is where real value gets created. It is not enough to sell the platform. Customers need someone who turns their goals into working AI use cases and makes adoption stick. This is where you come in.

This is a hybrid Customer Success Manager and Customer Success Engineer role. You own customer relationships and commercial account development while building AI use cases directly in the Blockbrain platform. As we evolve into a Building Company, this role is genuinely hands-on: you do not just define use cases and hand them off, you build them with customers. You are not expected to be a software developer, our Forward Deployed Engineers partner with you on the deeper technical work. Real ownership and room to shape things from day one.

What we expect

• 4+ years in Customer Success, Account Management, Consulting, or Business Development or a comparable customer-facing role, ideally with SaaS or AI products
• Confident communication with end users, functional stakeholders, and senior decision-makers, with the ability to facilitate conversations, align people, and explain technical concepts clearly
• Strong tech affinity: you understand AI use cases, integrations, and data and process dependencies, and work hands‑on without being a software developer
• Solution orientation: you turn customer goals into clear use cases, acceptance criteria, platform‑level solutions, and measurable outcomes
• Strong organizational talent: you independently manage accounts, priorities, follow‑ups, risks, and cross‑functional dependencies across the full customer lifecycle
• A builder and ownership mindset: curiosity, customer empathy, commercial judgement, and comfort navigating ambiguity
• German at C2 level, English at C1 to C2

Expected AI Skills

Hands‑on AI building and practical technical fluency are must‑haves here. You will:

• Build useful customer solutions directly in the platform, understanding LLMs, embedding models, RAG systems, and knowledge structures such as Property Graphs, and assessing which approach fits a use case
• Connect AI solutions to existing systems through MCP servers, connectors, and APIs across Microsoft 365, Dynamics, and CRM systems like Salesforce, comfortable with Entra ID and the Azure/M365 admin centers
• Translate technical use cases into working solutions yourself, building, testing, and improving platform‑level solutions, and partnering with Forward Deployed Engineering for deeper technical work

You don't need to be a software developer. What matters is solid technical understanding, practical AI‑building experience, and the confidence to turn customer requirements into working solutions.

Your responsibilities

• Own a portfolio of customers across onboarding, adoption, success measurement, retention, and account development
• Build trusted relationships with users, functional stakeholders, and decision‑makers, and understand their goals, context, blockers, and risks
• Lead enablement and change‑management activities, then discover and structure customer problems and build, test, and iterate assistants, agents, and workflows directly in the Blockbrain platform
• Identify and develop expansion opportunities grounded in customer value, and support renewals and account plans with the relevant internal stakeholders
• Work closely with Product and Engineering to remove blockers and return structured customer evidence, and partner with Forward Deployed Engineering on technical requirements beyond platform‑level building
• Agree customer‑specific outcomes and adoption indicators, review progress regularly, and raise risks to value, adoption, or the relationship early

Why us?

• Flexible Work Models: Work where and when you do your best work. You're on‑site in Stuttgart or Munich 3 days a week, with flexible working hours. After probation, you can also work from abroad for up to 8 weeks per year.
• Benefits That Make a Difference: Deutschland‑Ticket, Wellpass fitness membership, access to the latest AI tools, and regular company and team off‑sites that bring us together.
• Top Team: Work with an international team of exceptional people who raise the bar every day and love building together.
• High Growth Potential: Don't just shape processes, shape the company. You'll learn fast, take real ownership, and influence where we go next in a fast‑growing AI startup.
• Top Equipment: MacBook, iPhone, headset, and every tool you need to do your best work, from day one.
• Very Competitive Package: We offer a highly competitive package overall: a strong fixed salary plus a variable component that rewards the impact you create.

Blockbrain is an equal opportunity employer. We celebrate diversity and are committed to an inclusive work environment.