Customer Success Specialist (m/f/d)

Zaitgeist Innovation Group GmbH; Berlin; On-site; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Office near Rosenthaler Platz

28 days vacation per year

Job summary

HalloCharly / Zaitgeist is seeking a Customer Success Specialist in Berlin to onboard municipalities, answer questions, and manage knowledge content. You will build playbooks, train staff, and translate feedback into tickets for engineering, while maintaining smooth relationships with multiple clients.

Work involves producing helpful articles, webinars, and dashboards; you’ll identify gaps in processes and collaborate with sales to pursue expansion opportunities, all in a fast-moving startup

Qualifications

• Native-level German and good English required.
• First professional experience in customer success or related roles.
• Experience in or with software products is preferred.
• Ability to handle many customers in parallel and follow up promptly.

Responsibilities

• Onboard municipalities: kick-off, knowledge base, call forwarding with town hall team.
• Be the first point of contact for municipalities; answer questions and run check-ins.
• Read conversations and dashboards; identify gaps and close them in knowledge/workflows.
• Turn feedback into clear tickets for engineering and track to release.
• Run trainings and webinars for administrative staff; build help articles.
• Spot expansion opportunities and hand them to sales.

Skills

German (native)

English (good)

Customer success experience

Communication

Tools

Dashboards

Spreadsheets

SQL

Job description

Charly answers the phone for more than 100 German municipalities — around the clock, in over 30 languages, hosted in the EU. Every new municipality brings its own departments, opening hours, responsibilities and quirks. Whether Charly really takes load off the town hall is decided after the contract is signed: during onboarding, in how the knowledge is kept up to date, and in close contact with the staff. That is what you own. Our team is small and ships fast — feedback you collect today is often live the same week.

Your Role

Onboard new municipalities: kick-off, building the knowledge base, call forwarding and responsibilities together with the town hall team

Be the first point of contact for our municipalities: answer questions, solve problems, run regular check-ins

Read conversations and dashboard analytics, find gaps and close them — in the knowledge, in workflows or in forwarding

Turn customer feedback into clear tickets for engineering and follow them through to release

Run trainings and webinars for administrative staff, and build help articles and playbooks

Spot expansion opportunities — more departments, chat, Schreibtisch — and hand them to sales

Your Profile

First professional experience in customer success, account management, implementation or support, ideally at a software company

Coming from product management and happiest when you work directly with customers? This role is a great fit too

Native-level German — our customers are German municipalities — and good English

You stay structured and calm with many customers in parallel, and you follow up without being reminded

Technical curiosity: dashboards and spreadsheets are your tools, and you want to understand how an AI agent works under the hood

You write clearly, listen well on the phone and enjoy explaining technology to non-technical people

A real appetite for startups: lots of ownership, little process, fast decisions

Nice-to-have: experience in or with public administration, basic SQL

What We Offer

A direct line to the founders and real influence on the product

Visible impact: every day you see citizens get their answers faster

A beautiful and central office right at Rosenthaler Platz

28 days of vacation per year