Job Description

THE IMPACT YOU WILL MAKE

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.

WHAT YOU WILL BE DOING

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

WHAT MAKES YOU A GREAT FIT

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

THINGS WE OFFER

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

What else we offer?

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

ABOUT US

It's better to have a conversation


charles is a conversational AI and CRM that attracts, converts, services, and retains customers via AI agents and marketing automations. charles helps businesses to maximize customer engagement and revenue through conversational channels such as WhatsApp. Brands can reach customers in an interactive way, collect data to expand customer understanding and guide them to targeted offers that convert. charles' AI Agents deliver hyperpersonalized experiences at scale while ensuring enterprise-grade security and GDPR compliance.



Founded by Kapten & Son co-founder, Artjem Weissbeck, and ex-McKinsey ecommerce lead, Andreas Tussing. charles is backed by Salesforce Ventures, Accel and HV Capital and has raised over EUR 30 million to build the global leader in conversational marketing SaaS for global consumer brands.

charles and diversity: be yourself and no-one else

Different perspectives bring innovation and richer work environments. We're committed to building an inclusive company where you always feel like you belong, whatever your age, gender identity, ethnicity, religion, sexual orientation, disability, status or neurodiversity. These values sit at the heart of our hiring process, so we can create a welcoming workplace where everyone feels valued and heard.