About the role
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
