Senior Customer Success Manager (12 Month Fixed Term Contract, Parental Leave Cover)

Join Charles, a leading Conversational AI and CRM company, as a Senior Customer Success Manager. In this role, you will own a portfolio of key accounts, develop account strategies, and guide customers toward maximizing their outcomes. You will collaborate closely with Sales, Product, and Marketing, and your work will directly contribute to retention, expansion, and long-term partnerships. This is a 12-month fixed-term contract based in Berlin.

• Ownership of a portfolio of key accounts, guiding customers toward maximizing outcomes with Conversational AI and CRM.
• Development of account strategies, performance elevation across the customer journey, and assistance in turning messaging into a reliable channel for customer engagement.
• Collaboration with Sales, Product, and Marketing to promote customer-centricity, ensuring customers receive a unified, high-quality experience.
• Bachelor’s degree in Business, Technology, or a related field
• Experience in B2B SaaS or strong domain knowledge in e-commerce/D2C
• Self-motivated and proactive attitude, with a strong sense of ownership and accountability
• Tech-savviness (Knowledge of AI/CRM/marketing technology software is a plus)
• Trusted and collaborative team player with a warm, positive, and caring personality
• High levels of empathy and emotional intelligence to build trust-based relationships with senior stakeholders
• Effectively prioritize tasks and coordinate a portfolio of multiple clients and internal stakeholders
• Intrinsic motivation, attention to detail, and drive to deliver exceptional results
• 2+ years in customer-facing roles (Customer Success, Account Management, Consulting, etc.)
• Clear and confident communicator in German and English