Senior Customer Success Manager (German speaking) (m/w/d)

<h2>Senior Customer Success Manager</h2> <h3>Permanent employee, Full-time · Berlin</h3> <h5>THE IMPACT YOU WILL MAKE</h5> <p>At charles, one of Europe's fastest-growing SaaS companies, Customer Success is key to company growth. The <em><strong>Senior</strong> <strong>Customer Success Manager (Account Manager)</strong></em> position is one of the most important roles in the entire organization. In this role, you will play a pivotal role in driving our mission to humanize e-commerce by enabling ever more valuable conversations between brands and their consumers and you will become one of the world's first and leading experts in Conversational Marketing and Commerce.</p> <p>Our clients are the most innovative brands in Europe, and you will be responsible for managing and growing your own portfolio. As the main contact person and trusted advisor to our clients' key decision-makers, you will ensure that they realize the highest possible value. You will build long-term relationships, define strategies, design value-creation plans, and finally, celebrate our customers' success along their journey with charles.</p> <p>Join us in Berlin and shape the future of charles in one of the most important roles within our organization.</p> <h5>THIS IS WHAT YOU WILL BE DOING</h5> <ul> <li>Drive the <strong>onboarding process</strong> of new customers by understanding their business objectives and pain points and the value-creation potential of our software</li> <li>Steer our clients by <strong>identifying the ideal use cases</strong> and largest value pools and outlining a value creation path</li> <li>Analyze your client's <strong>product usage</strong> and <strong>define best practices</strong> in conversational marketing and commerce</li> <li>Collaborate with <strong>cross-functional teams, such as sales, product, and marketing</strong>, to promote customer-centricity throughout the company</li> <li>Constantly <strong>collect product feedback</strong> and <strong>provide insights</strong> for product enhancements and new feature development</li> <li>Develop <strong>creative ideas</strong> and craft impressive <strong>success stories</strong> to be shared with your colleagues and our network of customers and prospects</li> <li>Identify <strong>revenue expansion opportunities</strong> within your portfolio and ensure successful renewals</li> <li>Stay up-to-date with <strong>industry and market trends</strong> to provide innovative solutions and recommendations to customers</li> <li>Become one of the <strong>world’s first and leading experts</strong> in Conversational Marketing and Commerce</li> </ul> <h5>YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES</h5> <ul> <li>Bachelor's degree in Business Administration, Technology, or related field - an advanced degree is <em>a plus</em></li> <li>First working experience in <strong>customer-facing roles</strong> such as Customer Success, Account Management, Business or Management Consulting or similar roles</li> <li>First <strong>B2B SaaS and enterprise software experience</strong> or <strong>domain expertise</strong> in the e-commerce and direct-to-consumer markets</li> <li>High levels of <strong>empathy and emotional intelligence</strong> in your daily work with our customers to build trust-based personal relationships</li> <li>Self-motivated and proactive attitude, with a strong <strong>sense of ownership and accountability</strong></li> <li>Effectively <strong>prioritize tasks and coordinate</strong> a portfolio of multiple clients and internal stakeholders</li> <li>Excellent oral and written communication skills in <strong>German</strong> and English</li> <li><strong>Tech-savviness</strong> (<em>Knowledge of CRM and marketing technology software is a plus</em>)</li> </ul> <h5>THINGS WE OFFER</h5> <ul> <li>Working on challenging and impactful projects at the forefront of one of <strong>the most innovative industries in Europe</strong></li> <li>Collaborating with some of <strong>the leading experts in Conversational Commerce</strong> and disrupting a fast-growing industry</li> <li>Joining forces with a <strong>unique community</strong> of Tech, Product, Sales, Success, and Marketing experts committed to building the best product in Conversational Commerce</li> <li>Having high visibility and impact across the business with the option to own and <strong>drive new initiatives</strong></li> <li>Celebrating our major and micro-wins as well as getting to know each other better at <strong>regular team-building events</strong></li> <li>Sharing <strong>ESOP</strong> (virtual stock options) in the ownership and success of charles</li> <li>Working in a <strong>brand new office</strong> in the heart of Berlin overlooking the Wall memorial</li> <li>Earning a <strong>competitive compensation</strong> package</li> </ul> <p><strong>What else we offer?</strong></p> <ul> <li><strong>Urban Sports Club</strong> membership</li> <li><strong>A weekly personal trainer</strong></li> <li><strong>Meditation se