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.