Customer Success Manager

Permanent employee, Full-time · Berlin

Customer Success is the key growth driver for modern SaaS businesses and consequently the Success Manager (Account Manager) position is one of the most important roles in the entire Charles organization. In this role, you will actively drive 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.
Our clients are the most innovative E-Commerce and Direct-to-Consumer brands. You will be responsible for managing and growing your own portfolio. As the main contact person and trusted advisor of 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.

  • Drive the onboarding process of new customers by understanding their business objectives and pain points and the value creation potential of our software
  • Steer our clients by identifying the ideal use cases and largest value pools and outlining a value creation path
  • Analyze your clients product usage and define and share best practices in conversational marketing and commerce
  • Constantly collect product feedback and translate it into user stories and actionable insights for our Product & Design teams
  • Develop creative ideas and craft impressive success stories to be shared with your colleagues and our network of customers and prospects
  • Identify revenue expansion opportunities and ensure successful renewals
  • Become one of the world’s first and leading experts in Conversational Marketing and Commerce
  • Show high levels of empathy and emotional intelligence in your daily work with our customers to build trusted relationships
  • Proactively develop valuable, creative ideas and abstract your learnings into actionable suggestions
  • Effectively prioritize tasks and coordinate a portfolio of multiple clients and internal stakeholders
  • Excellent oral and written communication skills in German and English - both languages are mandatory
  • Previous B2B SaaS and enterprise software experience or domain expertise in the e-commerce and direct-to-consumer markets and relevant enabling technological solutions and tools
  • 3+ years of experience in customer-facing roles such as Customer Success, Account Management, Consulting or similar
  • Completed Bachelor's or Master’s degree in business, technology or related field.
  • We are firm believers of customer empathy in Product Development
  • We are first. Conversational Commerce is destined to be the future trailing Mobile Commerce, and we will shape it together.
  • We are small but popular. No dress code, no rigid processes, no political discussions. Just do your best!
  • We are radically optimistic. We believe ideas no matter how big or small have power and we welcome anyone to voice them.
  • We are a whole team: Experienced Founders, experienced Engineers, top-tier Strategy Consultants, boundless Creatives, Rockstar Interns, bold Marketing experts and last but not least YOU.
  • We offer a flexible working environment built on trust where everyone can find a good balance between private life and work
  • Become an integral part of an ambitious tech company and team that jointly pioneers the world of Conversational Commerce
  • Competitive compensation package
  • Virtual stock options to participate in the future success of Charles
  • High levels of responsibility and opportunities for fast-paced professional development
  • Friendly, open, and multi-cultural work environment
  • Brand-new office in the heart of Berlin overlooking the wall memorial
Our vision is to become the global backbone of Conversational Commerce (cCom).

We at Charles believe "traffic" will exponentially move from the streets and the browser into chat apps. In a world where cCom is the 3rd big pillar of commerce, gluing together all channels unlocks the full potential of personalization between companies and consumers. For any situation in life we believe It’s  better to have a conversation. Conversations  are the human superpower to create trust, shape relationships and avoid  misunderstandings. In life as in commerce. Between people as between  consumers & companies.      

With our B2B SaaS software Charles empowers companies to master this opportunity by seamlessly bringing their business into chat. Founded by Kapten & Son Co-Founder Artjem Weissbeck and ex-McKinsey E-Commerce lead Andreas Tussing, we're facing an exponentially growing number of clients and are backed by prestigeous investors Accel and HV Capital. Now it is time for you to join us on our journey and pioneer Conversational Commerce together!

At Charles we know teams perform and innovate best when they are diverse. We are committed to create an inclusive and belonging environment where our employees can bring the best and only version of themselves. We embrace and fearlessly welcome meaningful work and innovation no matter of age, gender identity, ethnicity, religion, sexual orientation, disability, status, neurodiversity and else. With our growth, we want to commit to reflect these values and strive to create a workplace where everyone feels heard and valued.

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