Customer Success Manager – DACH Market
About the Role
We are a Series A B2B SaaS company building an AI\-powered omnichannel communication platform for SMEs. Our product helps businesses manage customer conversations across channels like WhatsApp, automate follow\-ups, and streamline sales and support workflows — all from a unified inbox.
We are growing our Customer Success team and looking for a Customer Success Manager for the DACH market to join us on\-site in Berlin. In this role, you will own the full customer lifecycle — from onboarding through ongoing adoption — and serve as a trusted advisor to our customers. Your work directly shapes retention, product feedback, and the overall customer experience.
What You'll Do
- Act as the central point of contact for customers across the entire lifecycle.
- Lead onboarding and guide customers to confidently adopt the platform and achieve their goals.
- Advise customers on new features, product updates, and best practices with empathy and expertise.
- Proactively identify challenges, develop solutions, and celebrate customer milestones to strengthen relationships.
- Analyse customer usage patterns, gather feedback, and contribute insights to product development.
- Collaborate with cross\-functional teams on projects that improve the overall customer experience.
What We're Looking For
- 1–2 years of experience in Customer Success, Account Management, Sales, or a comparable role — ideally in a SaaS environment.
- Fluent German (native or near\-native) and very good English skills — both are essential.
- Ability and willingness to work on\-site, full\-time in Berlin.
- Strong curiosity for technology and openness to learning and adopting new tools and systems.
- Structured, organised work style with a high sense of ownership and responsibility.
- Solid analytical and critical thinking skills — comfortable assessing complex situations and making data\-driven decisions.
- Experience collecting customer feedback and contributing to product improvement loops is a plus.
- Familiarity with customer success metrics (e.g., CSAT, NPS) and reporting is a plus.
Location \& Work Arrangement
This role is fully on\-site in Berlin, Germany. Candidates must be able to work from our Berlin office on a full\-time basis. Visa sponsorship is not available for this position.
What Makes This a Great Fit
- You enjoy working in a collaborative, startup environment where your contributions have a direct impact.
- You thrive in a customer\-facing role and take genuine pride in helping customers succeed.
- You are comfortable navigating ambiguity, taking ownership, and working across teams.
- Experience at companies like Intercom, Front, Trengo, Zenvia, respond.io, WATI, or similar B2B SaaS platforms is a strong signal.
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