Customer Experience & Communication Coach (m/w/d)

Brandwatch

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.     Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.     Empower your impact at Cision. Be seen, be understood, be you.    The Role   As a Customer Success Manager, you will be responsible for the overall customer health, experience, and relationship management for a portfolio of strategic customers. The Customer Success Manager will work closely with a range of internal stakeholders and departments to drive strong adoption of our products and services and deliver a world-class experience for our customers.   Duties and Responsibilities   The role includes, but is not limited to, the following responsibilities: * Develop trusted advisor relationships with customer executive sponsors, ensuring activities are closely aligned with the customer's business case and strategy, enabling them to realize the full value of Cision’s and Brandwatch’s solutions * Drive customer adoption by overseeing onboarding, training, and the development of best practices to continually deliver value and maximize return on the customer’s investment * Manage account renewals for your customer base, collaborating with Account Managers on quarterly business reviews, retention strategies, and upsell initiatives * Identify opportunities to expand the use of the platform, services, and integrations within the customer’s business processes * Identify and escalate key customer product requirements while managing customer expectations on an ongoing basis * Act as a coach and trusted advisor to customers by regularly sharing best practices and leveraging lessons learned * Maintain accurate CRM records for customer accounts and opportunities * Work closely with Product Support teams to ensure customer technical issues are addressed effectively * Fluency in German and English (minimum C1 level) * Strong written and verbal communication skills with a detail-oriented and analytical approach   Essential Skills and Experience   * Relevant work experience in a customer-facing role * Excellent presentation, written, and verbal communication skills * Strong understanding of the (social) media landscape and media monitoring tools * Experience working with global customers across multiple teams and regions * Proven track record of developing and executing strategic account plans * Ability to build executive-level relationships and champions * Ability to troubleshoot and problem-solve under pressure * Analytical, strategic, and insightful mindset * Ability to work autonomously with a proactive approach   What We Offer   * Capital-forming benefits and pension scheme * Flexible working hours and hybrid working options * Commuter card subsidy * Subsidy for our partner EGYM Wellpass, giving access to 7,500 premium fitness and wellness options * Modern office located in Gateway Gardens, Frankfurt * Professional development opportunities within a global and market-leading company * Exposure to the international media landscape * A dynamic and collaborative global team * Opportunity to work independently in an innovative environment * A value-driven and team-oriented culture * Option to work from abroad for a defined period   If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment. #LI-FR1 #LI-Hybrid The day-to-day working language with colleagues, as well as reporting and analysis, will primarily be German. However, as Cision is a global company and our Talent Acquisition team operates internationally, please submit your CV in English so we can review your application.   As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.    Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.    Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.    Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com     Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Superchat

At Superchat, we're rebuilding how businesses talk to their customers. The phone call, the contact form, the support ticket: all of it is being replaced by messaging and AI. We're building the platform that runs underneath. Founded in 2020, Superchat has become the platform of choice for 10,000+ businesses worldwide, from globally recognized brands like Allianz, Auto1, Enpal, Danone, and GASAG to the small businesses, dental practices, and one-person startups that need to look bigger than they are. Today, millions of messages flow through Superchat every single day. We started as a unified inbox: one place for every channel a customer might pick, WhatsApp, email, SMS, Instagram. Then ChatGPT happened, and the second chapter began: AI agents that respond across chat, email, and voice at the quality of the best human teams. We're 100 people, profitable, and have raised €18M in funding (last round 4.5 years ago, we've been growing on our own money since). Headquartered in Berlin. WHO WE WANT Senior commercial leader. You bring 7+ years in B2B SaaS, with significant time at the Head of / Director or VP level leading revenue-generating organizations at meaningful scale. Has unified a revenue organization. You have brought commercial functions - Sales, Partner, Marketing alignment, RevOps, and Customer Success - into one coherent revenue engine, and you understand how the parts compound when run as a system rather than silos. Operated through scaling phases. You have stewarded a sales or revenue organization through a critical scaling phase and have seen first-hand where structures, processes, and people models break. Builder of scalable commercial systems. You have designed and run funnel architectures, forecasting cadences, performance frameworks, and quota models - with discipline and consistency, not just on paper. Strategic and data-driven operator. You translate company-level objectives into quarterly targets, sales motions, and team-level priorities. You run the organization against the numbers, not against opinions. SMB to Mid-Market fluency. You understand the economics, motion, and team dynamics of selling to SMB and Mid-Market customers, and know how to balance velocity with deal quality. High standards, low ego. You combine executive presence with a hands-on builder's mentality, and lead through clarity and example rather than hierarchy. German is a plus. A good working understanding of German is welcome, but not a requirement. WHO WE DON'T WANT Strong operator without strategic range. You execute well on a defined plan, but have not yet led at the level of org design, headcount strategy, and cross-functional revenue planning. Single-function thinker. You think strictly in sales metrics and have not worked closely with Marketing, RevOps, and Customer Success as one revenue system with shared targets and shared accountability. Needs a fully built environment. You rely on mature enablement, RevOps, or people functions being in place, rather than shaping and scaling them as the organization grows. First-time senior revenue leader. You are stepping into a senior revenue leadership role for the first time and have not yet steered an organization through a scaling phase. YOUR DAY TO DAY * You lead the Inbound Sales department of ~25 Account Executive across multiple markets, and act as the connective tissue across the wider revenue organization * You own the commercial forecast; pipeline health, conversion, deal cycle, and segment performance and translate the numbers into focused executive decisions * You sponsor strategically critical deals and engage personally where executive presence accelerates outcomes * You design and continuously improve funnel structure, segmentation, and scalable sales standards across the organization * You lead, coach, and develop Account Executive, raising the performance bar through structured 1:1s, calibration, and clear career frameworks * You partner with the CEO and executive team on commercial strategy, org design, and headcount planning WHY PEOPLE CHOOSE US * Mission that matters. Real impact  * Executive-level ownership. A rare mandate to shape and unify the entire revenue organization during a defining growth phase * Funded with conviction. $18M raised with a strong trajectory toward profitability * Modern revenue stack. Clean CRM foundation, strong RevOps capability, and a high-quality inbound engine to build on * End-to-end leadership scope. Influence revenue strategy, org design, commercial execution, and cross-functional collaboration end-to-end * Direct feedback culture. Transparent, respectful, and candid communication across all levels of the organization Benefits & Culture * Choose between an Urban Sports Club/John Reed membership or a public transport/Dance subscription * Regular company and team events * Annual personal development budget of €500 for conferences, courses, books, career coaching, and more * An inclusive and ambitious startup culture that enables fast professional and personal growth * Beautiful office in the heart of Berlin (Prenzlauer Allee 242) with free snacks, drinks, and top-notch equipment We want to build a community, not just a company. It's important to us to create an environment where people genuinely enjoy spending time together - whether that's through HYROX training, golfing, beer pong tournaments, running clubs, Warhammer, weekend activities, or whatever kind of community you'd like to help build here. We are looking for people with passion, grit, and integrity. You are encouraged to apply even if your experience does not precisely match the description. At Superchat, we welcome diverse perspectives and rigorous thinkers. We look forward to your application. 🙂

Grover

ABOUT GROVER Founded in 2015, Grover enables consumers and businesses across Europe to subscribe to tech devices and comprehensive technology solutions - from individual smartphones, laptops, and wearables to full corporate device setups. The company offers access to over 1,000 unique tech items on flexible and financially convenient terms. A pioneer of the circular economy, Grover refurbishes and recirculates devices to help eliminate e-waste. We are looking for an enthusiastic Account Executive to join the B2B Sales team at Grover, full-time and minimum 3 days per week (Tuesday-Thursday) at our Berlin HQ.  As an Account Executive (B2B), you will play a key role in driving Grover’s new business growth by owning opportunities from the first conversation to close. Reporting directly to the Team Lead B2B, you will be responsible for converting qualified leads into revenue while also generating your own pipeline through proactive outbound activity. This is a high-impact role with strong ownership across the full sales cycle, where success is measured by revenue results, pipeline quality and commercial execution. You will work closely with SDRs and cross-functional teams to deliver a strong customer buying experience and help shape how Grover scales its B2B sales motion. If you are a commercially driven seller who enjoys hunting, closing, and building, this role offers strong growth and progression opportunities. 🎯  What you will contribute: * Own the full sales cycle from prospecting and first meeting to close, ensuring consistent conversion into revenue * Build, manage, and close a high-quality pipeline that you generate yourself through outbound efforts, alongside inbound leads * Proactively generate your own opportunities through outbound prospecting: email sequences, LinkedIn outreach, and trigger-based calling. This role requires a strong hunter mindset and comfort operating in ambiguity * Take full ownership of pipeline creation through your own outbound prospecting, rather than relying on inbound leads * Drive new business acquisition by converting qualified opportunities into long-term customers * Expand and grow existing accounts by identifying upsell and cross-sell opportunities * Lead consultative sales conversations, understanding client needs and positioning Grover’s solution effectively * Navigate and manage complex sales cycles, including stakeholder alignment and objection handling * Take ownership of deal progression, ensuring momentum and minimizing drop-offs in the funnel * Build and continuously refine your outbound approach (target lists, messaging, sequences, cadences) to improve pipeline generation * Collaborate with Product and Operations to address onboarding friction and improve customer experience * Provide structured market feedback to influence pricing, offering, and go-to-market strategy 🤝 What you bring: * 2-4 years of experience in B2B sales/Account Executive positions, ideally in a fast-paced scale-up or tech environment * Proven track record of achieving or exceeding quota targets and closing new business consistently * Strong hunter mentality with the ability to generate your own pipeline through outbound prospecting (email sequences, LinkedIn, trigger-based calling) in addition to working inbound leads * Excellent communication, negotiation, and objection-handling skills across different stakeholder levels * Strong consultative selling skills with the ability to understand customer needs and position value clearly * Ability to manage multiple opportunities and sales cycles in a structured, disciplined way * Commercial mindset with focus on revenue, urgency, and deal progression * Independent, proactive, and highly collaborative way of working * Experience with HubSpot, LinkedIn Sales Navigator, or Lusha (our current sales stack) is a plus * Fluent German (C1 minimum) and strong English skills 🚀 THE GROVER WAY - HOW WE DRIVE SUCCESS:  * Own It: We take ownership seriously and define what success looks like. We drive shared ownership and don't wait - we drive. We keep one another accountable and take responsibility when issues arise. * Challenge, Decide, and Commit: We engage in proactive support, active listening, and healthy conflict to reach the best outcomes. We value diverse perspectives and, once a decision is made, we commit to it fully. * Empower and Grow: We enable, trust, and coach one another toward high performance, always thinking and acting like owners. We seek growth, apply feedback, and support the development of our peers. * Respect, Transparency, and Clarity: We strive for clear, respectful, and open communication with no surprises. We simplify complex information so everyone knows the "what, why, and how". ❤️‍🔥 What you will love about us: * BVG monthly discount to drive you everywhere in Berlin * Mental health support with Nilohealth * Physical health support with Urban Sports Club * Annual learning budget of 750€  * 15 remote business days to work abroad  * Exclusive Grover Tech discount for you & your loved ones * Engaging, open office located in Berlin-Schöneberg with regular events, and is dog-friendly * A diverse global team of 75 nationalities (and counting!) - genuinely the nicest group of colleagues who will soon become friends Embark on a rewarding journey with the Grover Rocketship, where your impact is felt, and together, we cultivate a more circular world. 💚 We are looking forward to e-meeting you! 🚀