Senior Customer Success Manager – Parental Leave Cover

Charles Schwab

Senior Customer Success Manager managing key accounts and driving customer success strategies at charles, a Conversational AI and CRM company.

Posted 7/17/2026full-timeBerlin • 🇩🇪 GermanySeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on driving measurable impact through strategic use-case development and customer onboarding. Proficient in analyzing product usage data and fostering collaboration across Sales, Product, and Marketing to enhance customer experience and account health.

Highest-signal resume keywords

Customer Success ManagementB2B SaaS ExperienceConversational AI KnowledgeGerman and English CommunicationStakeholder Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisUse-Case Strategy DevelopmentProduct Feedback GatheringMarket Trend AnalysisAccount Renewal Management

Soft Skills

EmpathyEmotional IntelligenceSelf-MotivationAttention to DetailCollaboration

Tools & Technologies

CRM SoftwareMarketing TechnologyConversational Marketing Tools

Industry Keywords

E-CommerceD2CCustomer-CentricityCustomer OnboardingAccount Health

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Working on challenging and impactful projects at the forefront of one of the most innovative industries in Europe
Collaborate with experts in Conversational AI and shape a fast-growing industry
Work with a team of specialists across Tech, Product, Sales, Success, and Marketing to build the best product in the category
High visibility, impact, autonomy, and the ability to drive initiatives that matter
Multicultural team, regular team-building, and shared celebrations
A vibrant office in central Berlin overlooking the Wall memorial
Competitive compensation package
Urban Sports Club discounted membership
Free company lunch on Thursdays
Discounts on BVG tickets
Mental health support through our partnership with OpenUp
A friendly, open, multicultural work environment
Dog-friendly office