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

charles; Berlin; On-site; EUR 60,000 - 90,000; Full time

Job summary

charles is seeking a Senior Customer Success Manager in Berlin to own a portfolio of key accounts and guide customers toward maximizing outcomes with our Conversational AI and CRM. You will develop strategies, elevate performance across the customer journey, and help clients turn messaging into a reliable channel for attracting, converting, and retaining customers.

You will build trust with senior stakeholders, tailor value plans, and ensure smooth adoption of the product across use cases.

Qualifications

• 2+ years in customer-facing roles (Customer Success, Account Management, Consulting, etc.)
• Fluent in German and English
• Bachelor’s degree in Business, Technology, or related field
• Experience in B2B SaaS or strong domain knowledge in e-commerce/D2C

Responsibilities

• Own a portfolio of key accounts and guide customers toward maximizing outcomes with our Conversational AI and CRM
• Develop account strategies and success plans tailored to client goals
• Drive onboarding and adoption, ensuring smooth product value realization
• Collaborate with Sales, Product, and Marketing to maintain customer-centric experience
• Identify expansion opportunities and manage renewals to sustain long-term account health
• Gather feedback and share insights to improve usability and product development

Skills

Empathy

Prioritization

German & English

Ownership

Communication

Team player

Self-motivation

Education

Bachelor’s degree in Business or Tech

Job description

• 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