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

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.*