Senior Customer Success Manager, charles
Parental Leave Cover (Fixed Term)
3-4 days a week in office
Conversational AI agents and CRM platform
Be an early applicant
Conversational AI agents and CRM platform
21-100 employees
Be an early applicant
3-4 days a week in office
21-100 employees
Company mission
To empower businesses to thrive in a challenging world of shifting consumer preferences and rising acquisition costs.
Role
Who you are
- 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
What the job involves
- Fixed-term contract (1 year)
- Parental leave cover
- Full-time
- 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
- 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
Our take
Building strong relationships with customers is vital to any eCommerce business, but this is no easy feat. charles solves this problem with its innovative Conversational Commerce platform.
Conversational Commerce utilises chat services like WhatsApp, optimising them for customer communication and integrating them into sellers’ platforms. This makes it easier for businesses to directly engage with their customers, improving consumer spend by up to 60% and driving up customer loyalty.
Conversational Commerce is big business in markets like China, but its adoption in Europe and elsewhere is still relatively new. With its significant funding and streamlined, all-in-one solution, charles is well-placed to gain a leading position in this promising new market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
51% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2022
$22.9m
SERIES A
Apr 2021
$7.4m
SEED
Total funding: $31.4m
Company HQ
Mitte, Berlin, Germany
Leadership
Andreas Tussing
(Co-Founder & CEO)Co-founded Spotted. Worked as an associate partner at McKinsey & Company for six years before founding Charles.
Artjem Weissbeck
(Co-Founder & Board Member)Previously co-founded Kapten & Son.
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