(Senior) Customer Success Manager (m/f/d) - Parental Leave Cover (Fixed Term)

Namely; Berlin; On-site; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Urban Sports Club

Free company lunch

Discounts on BVG tickets

Mental health support

Dog-friendly office

Job summary

charles, Berlin, is seeking a Senior Customer Success Manager to own a portfolio of key accounts and guide customers to maximize outcomes with our Conversational AI and CRM. You will influence onboarding, use-case strategies, and adoption across multiple teams to drive retention and growth.

You will work closely with senior stakeholders, shape value plans, and ensure a high-quality customer experience across the journey.

Qualifications

• 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 ecommerce/D2C.
• Empathy and emotional intelligence to build trust with senior stakeholders.
• Ownership mentality and proactive attitude with ability to manage multiple clients.

Responsibilities

• Drive the onboarding process of new customers by understanding objectives and identifying value potential.
• Define use-case strategies and success plans for each client.
• Analyze product usage data and translate insights into best practices in conversational marketing and commerce.
• Collaborate with Sales, Product, and Marketing to promote customer-centric experiences.
• Gather structured product feedback to improve usability and adoption.
• Create customer success stories and share learnings across the team.
• Identify expansion opportunities and manage renewals for long-term health.
• Track market trends to inform client strategies.

Skills

Customer-facing

B2B SaaS

German language

English language

Stakeholder management

Onboarding

Analytics

Education

Bachelor’s degree in Business/Tech

Job description

Fixed-term contract (1 year) · Parental leave cover · Full-time · Berlin (hybrid)

The Impact You Will Make

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.

What You Will Be Doing

• 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

What Makes You a Great Fit

• 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

Things We Offer

• Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe
• Collaborate with experts in Conversational AI and shape a fast‑growing industry
• Work with a team of specialists across Tech, Product, Sales, Success, and Marketing to build the best product in the category
• High visibility, impact, autonomy, and the ability to drive initiatives that matter
• Multicultural team, regular team‑building, and shared celebrations
• A vibrant office in central Berlin overlooking the Wall memorial
• Competitive compensation package

What else we offer?

• Urban Sports Club discounted membership
• Free company lunch on Thursdays
• Discounts on BVG tickets
• Mental health support through our partnership with OpenUp
• A friendly, open, multicultural work environment
• Dog‑friendly office

About Us

It’s better to have a conversation

charles is a conversational AI and CRM that attracts, converts, services, and retains customers via AI agents and marketing automations. charles helps businesses to maximize customer engagement and revenue through conversational channels such as WhatsApp. Brands can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles’ AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise‑grade security and GDPR compliance.

Founded by Kapten & Son co‑founder, Artjem Weissbeck, and ex‑McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands.

charles and diversity: be yourself and no‑one else

Different perspectives bring innovation and richer work environments. We’re committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.