Enterprise Customer Success Manager - m/f/d

charles

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.

KNIME

MISSION Kund:innen dabei unterstützen, echten Mehrwert aus ihren Daten zu gewinnen - durch vertrauensvolle Beziehungen und nachhaltigen Erfolg mit KNIME. ROLE OVERVIEW Als Customer Success Manager (m/w/d) im EMEA Enterprise Segment bist du die zentrale Anlaufstelle für unsere strategischen Großkunden in der DACH-Region und darüber hinaus. Du verantwortest die langfristige Kundenbindung, den Ausbau bestehender Accounts und die Sicherstellung eines messbaren ROI für unsere Kunden – von der Onboarding-Phase bis zur Renewal-Verhandlung. Du arbeitest eng mit dem Sales-, Solutions- und Product-Team zusammen und bist die Stimme des Kunden innerhalb von KNIME. RESPONSIBILITIES * Strategische Betreuung eines Portfolios von 5-10 Enterprise-Accounts (ARR > 100k€) in EMEA * Koordination von Onboarding, Trainings und technischen Enablement-Maßnahmen in Zusammenarbeit mit dem Solutions-Team * Aufbau vertrauensvoller Beziehungen zu Stakeholdern auf C-Level, IT-Leitung und Fachbereichsseite * Entwicklung und Umsetzung individueller Success Pläne inklusive Adoption-Roadmaps und QBRs (Quarterly Business Reviews) * Proaktives Risikomanagement: frühzeitiges Erkennen von Churn-Signalen und Einleitung geeigneter Maßnahmen * Identifikation und Qualifizierung von Upsell- und Cross-Sell-Potenzialen in enger Abstimmung mit dem Account Management * Eigenverantwortliche Steuerung von Renewal-Prozessen und Vorbereitung von Vertragsgesprächen * Repräsentation von Kunden-Feedback intern und aktive Mitgestaltung von Produkt- und Prozessverbesserungen * Pflege und Dokumentation aller Aktivitäten in Salesforce CRM * Nutzung von KI zur Verbesserung der täglichen Arbeitsabläufe REQUIREMENTS * 5+ Jahre Erfahrung im Customer Success, Account Management oder Consulting – idealerweise im Enterprise-SaaS-Umfeld * Nachweisliche Erfolge in der Betreuung strategischer Großkunden mit hohem Vertragsvolumen * Ausgeprägte Fähigkeit, komplexe technische Produkte verständlich zu erklären und Business Value zu kommunizieren * Erfahrung mit Datenanalyse, BI, Data Science oder verwandten Technologiebereichen * Exzellente Präsentations- und Verhandlungskompetenz auf Entscheider-Ebene * Fließende Deutschkenntnisse und sehr gutes Englisch (weitere EMEA-Sprachen von Vorteil) * Strukturierte, eigenverantwortliche Arbeitsweise und hohe Eigenmotivation im Remote-Umfeld WHAT SUCCESS LOOKS LIKE * Kund:innen erzielen messbare Erfolge mit KNIME * Starke, vertrauensvolle Beziehungen zu diversen Stakeholdern in der Kundenorganisation * Hohe Kundenzufriedenheit und langfristige Partnerschaften * Aktiver Beitrag zu Wachstum und Retention (NRR Goal) WHAT WE OFFER * Sinnstiftende Arbeit: Unterstütze Unternehmen und Anwender:innen dabei, mit einer offenen, leistungsstarken und intuitiven Analytics-Plattform erfolgreich zu sein. * Verantwortung & Gestaltungsspielraum: Übernimm Ownership für Kundenbeziehungen und gestalte aktiv das weitere Wachstum von KNIME mit. * Zusammenarbeit auf Augenhöhe: Arbeite in einem offenen, internationalen Umfeld, das Transparenz, Vertrauen und Teamarbeit lebt. * Weiterentwicklung: Wachse gemeinsam mit erfahrenen Kolleg:innen, die Wissen teilen und kontinuierliches Lernen fördern. * Flexibilität: Hybrides Arbeiten und flexible Arbeitszeiten für eine gesunde Work-Life-Balance.

voize

🎤 WHY VOIZE? BECAUSE WE’RE MORE THAN JUST A JOB! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to busywork and complex systems that pull them away from what matters most: people. Our vision is to change that by building AI companions that seamlessly take over digital workflows. We don't replace humans with technology - we amplify their impact. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission! 💡 YOUR MISSION: CREATE REAL, MEASURABLE IMPACT IN COMPLEX ENVIRONMENTS At voize, Customer Success is not just about “keeping customers happy”, it’s about creating sustainable value in a complex and meaningful industry. As a Customer Success Manager for High Touch, you work with large care organisations where change is hard, stakes are high, and clarity makes the difference. You will be a strategic partner to our customers, turning complexity into action and driving lasting change at scale. This is a high-touch, high-impact role with real ownership. 🚀 YOUR DAILY BUSINESS - NO TWO DAYS ARE ALIKE * Own a portfolio of "Enterprise" customers and act as their strategic partner * Lead multi-stakeholder implementations in regulated, real-world environments * Design and run train-the-trainer concepts that scale * Turn customer goals into measurable outcomes and value narratives * Anticipate risks early and navigate them calmly and proactively * Work closely with Product, Support and Sales to continuously improve how we deliver value * Contribute learnings, patterns and improvements back to the team. * Partner with t Technical Support and Customer Training teams This role is about multiplying impact and creating value 🤝 YOUR SKILLSET - WHAT YOU BRING TO THE TABLE You’re likely a great fit if you: * Enjoy complexity and don’t need everything to be perfectly defined upfront * Care deeply about the people you work with: customers and teammates * Balance empathy with structure and clarity * Think in systems, not just in individual accounts * Take ownership naturally and don’t wait to be told what to do * Can confidently communicate in German* and English * Want to help shape how Customer Success works as we grow 🚀 We thrive on teamwork. Go solo? Nah. At voize, the louder we work together, the bigger the impact for our customers. *Since you will be working with German Speaking customers we do require C1+ level of German 🌱 GROWING TOGETHER - WHAT YOU CAN EXPECT AT VOIZE * We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving frontline workers more time for people * We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely across Germany * Become a co-creator of our success with stock options * Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible * You decide when you work best, that means flexible working hours and a good hybrid set-up. ✨ READY TO TALK? APPLY NOW! 🚀 We're looking for entrepreneurs, growth marketers & start-up storytellers - who thrive in ambiguity and know how to capture the best content & stories. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and experience will stand out & set you apart - especially if your career has taken some extraordinary twists and turns. voize welcomes people from all different backgrounds, including age, citizenship, ethnic and racial origins, gender identities, individuals with disabilities, marital status, religions and ideologies, and sexual orientations to apply. We're excited to hear from you!