Customer Success Manager

Customer Success Manager

Location: Berlin

We’re looking for a Customer Success Manager to own and drive customer success across onboarding, adoption, retention, and growth for a fast-growing AI technology business. This role is suited to someone who thrives in a high-ownership environment and enjoys helping enterprise customers successfully deploy and scale innovative technology across complex industrial environments.

If you’ve built your career in Customer Success, Account Management, Customer Operations, Consulting, Implementation, or a similar customer-facing role and enjoy combining relationship management with hands-on execution, this role offers autonomy, ownership, and the opportunity to make a significant impact within a scaling business.

What you’ll be doing

• Owning a portfolio of customers from onboarding through ongoing success, adoption, renewal, and growth
• Acting as the main point of contact for customers, building trusted relationships and ensuring they achieve value from the platform
• Driving onboarding, customer projects, and follow-up actions across Product, Engineering, Finance, and Sales
• Monitoring customer health, identifying risks and opportunities early, removing blockers, and keeping customers informed and aligned
• Partnering with Sales on renewals and expansion opportunities, helping customers scale adoption across additional sites and use cases
• Supporting customers through onboarding, adoption, and value realisation across complex operational environments
• Gathering customer feedback and helping improve Customer Success processes, documentation, and ways of working
• Working cross-functionally with Product, Engineering, Sales, and leadership teams
• Supporting customer retention, expansion, and long-term partnership development
• Helping customers successfully adopt and scale AI-powered technology across their operations

What we’re looking for

• Experience in Customer Success, Account Management, Customer Operations, Consulting, Implementation, or a similar customer-facing role
• Strong customer orientation, with the ability to build trusted relationships and understand customer needs, goals, and challenges
• Experience driving customer adoption, value realisation, retention, and growth through proactive engagement and problem solving
• Strong organisational and project management skills, with the ability to manage multiple customers and priorities simultaneously
• Experience operating effectively within start-up or scale-up businesses
• Excellent written and verbal communication skills
• Comfortable working in ambiguity and creating structure where it does not yet exist
• Ability to coordinate and influence cross-functional teams to achieve customer outcomes
• Self-starters with a proactive mindset and a strong sense of ownership

What you’ll get

• The opportunity to join a growing AI technology business at a key stage of growth
• High autonomy and ownership in a business-critical role
• The opportunity to help enterprise customers realise measurable value from innovative AI technology
• A collaborative environment focused on customer outcomes, adoption, and growth
• The opportunity to help shape and scale Customer Success processes as the business grows
• The chance to help establish a recognised market leader within a rapidly evolving sector