Customer Success Manager (m/f/d) in Berlin or Konstanz

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.

Langdock

ABOUT LANGDOCK We help organizations drive internal AI adoption through our enterprise-ready AI platform. Our product suite includes AI Chat, Assistants, Search, API, and Workflows - enabling companies to roll out AI internally and build custom AI use cases. We serve over 7,000 customers, from DAX companies to startups, including enterprise clients like Merck KGaA, Der Spiegel, GetYourGuide, Babbel, and Personio. We are model-agnostic, fully GDPR-compliant, and ISO 27001 & SOC-2 Type 2 certified. Made in Germany, backed by Y Combinator. ABOUT THE ROLE AI is the biggest transformation of our lifetime. Most companies know they need to move. Few know how. This is where you come in. As Enterprise Customer Success Manager at Langdock, you are the person who guides companies through that shift - as part of our Customer Success organization, working alongside Solution Engineering. You build the trust that makes companies willing to change. You act as a strategic sparring partner, helping customers navigate the complexity of AI transformation, challenge their assumptions, and make decisions with confidence. You own a portfolio of enterprise accounts: adoption, expansion, retention, and everything in between. Your job is to directly shape how AI lands inside each customer - and how deep it goes. You will work closely with Solutions Engineering to deliver real value and with Product to bring the customer's voice into what we build next. You will have genuine influence over both. And you will use our own product to do your job better than any traditional Customer Success setup could. Everyone at Langdock builds AI agents and workflows to automate their own work. You will too. That is not an add-on. It is part of how we operate. At Langdock, adoption goes beyond seat activation. It is the moment AI becomes how a team works - and our job is to get every customer there. WHAT YOU WILL DO * Own a portfolio of enterprise accounts and be accountable for adoption, retention, and expansion across users, use cases, and deployment scope * Drive measurable AI transformation inside each customer - from first use case to company-wide rollout * Host engaging workshops that inspire and translate directly into new use cases, active users, and visible momentum inside the customer * Navigate complex enterprise stakeholder landscapes: find the champions, manage the blockers, build multi-threaded relationships * Build structured account plans for your highest-value customers: stakeholder maps, health assessments, growth opportunities, risk mitigation * Run strategic customer conversations - QBRs, executive business reviews, and proactive check-ins - that are grounded in data and outcomes * Work cross-functionally with Solutions Engineering, Product, and Sales to translate customer needs into internal action * Build AI agents and automated workflows to manage your own book of business - we expect you to systematically eliminate manual work from your role, not just use AI as a productivity boost * Be the voice of the customer internally without losing sight of Langdock's product direction - our principle is Product > Customer Success > Marketing > Sales WHAT WE'RE LOOKING FOR You have 5+ years of experience in a customer-facing role with enterprise customers - whether that is Account Management, Customer Success, or a consultative post-sales role. You have worked with real technical products, not just lightweight SaaS tools, and you understand what it takes to drive adoption in complex organizations. You don't just understand AI - you build with it. You have hands-on experience creating agents, automating workflows, and using AI to do work that would normally require more people. You can talk credibly about model selection, data privacy, and integration architectures with technical stakeholders because you've dealt with these questions yourself. You treat your own role as a proving ground for what AI can do in enterprise organizations. You are commercially strong. You know how to have renewal and expansion conversations, navigate multi-stakeholder environments, and build relationships across all levels of an enterprise organization - from end users to C-level. You are strategic and data-driven. You zoom out from the day-to-day to see the bigger picture for an account. You work with CRM data, usage signals, and health scores - and you turn numbers into stories that drive decisions. Customers see you as a strategic sparring partner on their AI journey, not just a vendor contact. You take ownership of your book of business and you don't wait to be told - because the customer's transformation depends on you, not on a process. You are fluent in German (C1+) and English. Bonus: you come from an AI-native company, technical consulting (e.g. QuantumBlack), or an early-stage startup. Founder or early-employee experience is a plus. HOW WE WORK * 100% on-site in our Berlin office (Greifswalder Strasse 212) * Small team, high ownership - we expect everyone to manage themselves, find valuable work, and pull others in when needed * We value calm urgency: things break, we stay calm and fix them. No drama, no firefighting culture * We value ambitious execution: learning, shipping, and providing value are big drivers of happiness here * We value caring ownership: we are kind, we care about our customers and each other, and we have fun at work WHAT WE OFFER * Competitive salary with equity participation * Free lunch and dinner, every day in the office * Premium gym access (right around the corner) * Relocation support for those moving to Berlin * A front-row seat to the enterprise AI transformation - working with some of the most ambitious companies in Europe HOW TO APPLY Apply through our application form. We will ask you a few short questions - take your time with them, they matter more than your CV. Our process: Application - CV Review - Hiring Manager Interview (30 min, video) - Case Study - On-site Day (team meeting, founder interview) - Reference Call - Offer.

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: DRIVE PRODUCT ACTIVATION THROUGH TRANSFORMATIVE TRAINING As an Onboarding Manager - Training Expert, you will be responsible for delivering impactful training sessions, both online and onsite, to ensure users understand how to maximize the value of voize’s AI-powered solution. You will motivate and engage groups of 10-15 caregivers (power users & voize coaches), empowering them to embrace the technology and improve their documentation workflow. 🚀 YOUR DAILY BUSINESS – NO TWO DAYS ARE ALIKE * Train the Trainer: Lead online and onsite sessions, empowering voize coaches at our clients to deliver effective training to larger groups. * Deliver dynamic training: Facilitate engaging and motivating training sessions for caregivers to activate the product quickly. * Collaborate with cross-functional teams: Work closely with Support, Product, and Customer Success teams to solve onboarding challenges and provide real-time feedback. * Monitor training effectiveness: Track user adoption and revisit training for groups with low engagement. * Create and optimize training materials: Continuously update and improve training content based on feedback and onboarding friction. * Onsite visits: Conduct visits for low adoption cases to re-engage users and support them on-site. 🤝 YOUR SKILLSET – WHAT YOU BRING TO THE TABLE * Proven experience in Train the Trainer programs, particularly with large groups * Strong communication and presentation skills, able to engage and motivate users * Experience in training professionals, ideally in the healthcare or caregiving sector * Passion for technology adoption and empowering others to embrace change * Fluent in German (C2), with good knowledge of English * Willingness to travel 2–3 times a week to our customers - ideally you are based in Berlin, Munich, Cologne, or Frankfurt, as long as you are flexible to travel 🌱 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 healthcare professionals more time for real patient care * We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from 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 look forward to your application and can’t wait to meet you – no matter who you are or what background you have!