Customer Success Manager (m/f/d)

Job brief

Do you love stepping into the customer´s shoes to really understand their needs and translate them to scalable, repeatable, and compelling services? Do you bring fresh ideas to the table on how to effectively introduce new tools and approaches to users? Then we should absolutely get to know each other! We are seeking someone to join our fast-growing team. Your mission will be to achieve high customer satisfaction, create trustful relationships, and help our clients get the most out of our tools. You will be responsible for creating and implementing engagement strategies for our SaaS solution, "Brainsuite", which allows us to evaluate any creative assets at lightning speed and at scale. In this role, you will be working directly with customers to help solve their problems and ensure their satisfaction. You will be responsible for guaranteeing a smooth and swift transition during the onboarding process, consistently transforming these experiences into valuable services or content resources for new customers. This role also includes working closely with management and our teams in Sales, Marketing, and Product Development to ensure the best usage experience and fast product adoption in alignment with business objectives.

In this role you will:

• Provide value through great customer experience.
• Develop a healthy customer relationship to build loyalty and drive business growth.
• Assist customers with using and scaling our "Brainsuite" platform in their organization.
• Onboard new customers and run product demos.
• Assist in creating training courses and educational materials.
• Manage pilot or customization projects with the client.
• Analyze customer data to improve customer experience.
• Promote the value of the product, upsell new services and products.
• Hold responsibility for identifying opportunities and accountability for customer renewal and retention results.
• Evaluate and analyze customer needs and act as a customer advocate.

About you:

• 1-3 years of professional experience in Customer Management, Customer Success, Post-Sales, Consulting, or a similar role.
• Experience or strong interest in Marketing Technology, Artificial Intelligence, Insights, Brand Management, and Marketing processes.
• A proven ability to build and maintain positive, long-term business relationships.
• Highly proactive with a strong sense of customer empathy, you genuinely care about delivering an excellent customer experience.
• Excellent communication skills in German and English, both written and verbal (at least C1 level).
• A valid work permit for Germany.

What we consider a plus:

• Experience in a B2B SaaS company.
• Experience in marketing processes in the FMCG industry and with AI-based marketing tools.

What's in it for you?

• An international team striving for greatness: At our company, you will meet people from all over the world who embrace and value diversity. Our flat hierarchies and an open, supportive work culture encourage collaboration and mutual respect.
• Shape the future with us: Whether it's artificial intelligence, creative effectiveness, behavioral science, or marketing transformation, with us, you will work on forward-thinking topics that are driving change in the industry.
• Work the way that suits you best: Our hybrid work model offers maximum flexibility. We primarily work remotely, but our co-working spaces in Frankfurt am Main and Hamburg are available for in-person collaboration and networking.
• Grow with us: We support your personal and professional development with an annual learning budget that you can use flexibly for training, courses, or conferences.
• More time for yourself: Enjoy 30 vacation days per year, plus an extra two days off on Christmas Eve and New Year's Eve.
• Workation: Need a change of scenery? No problem! With us, you can work from another EU country for up to 28 days a year.
• Access to corporate benefits and FutureBens: Take advantage of exclusive employee discounts on a wide range of products and services through our partnership with Corporate Benefits and FutureBens.

Hiring Process

• Competency Conversation (45 minutes): A focused session with Karel Ellis-Gray, our Head of Customer Success, where we will explore your skills, experience, and how they align with the role.
• Culture & Collaboration (30 minutes): A joint conversation with Markus Rottmaier (Chief Sales Officer) and Meltem Alkan (People & Culture Manager) to dive into team dynamics, values, and how we work.
• Meet the Team: Meet some of your future colleagues in our Frankfurt office. This can also be arranged virtually.

Don't meet all the requirements?

At Brainsuite.ai, we are committed to fostering a diverse, equitable, and inclusive work environment. We recognize that various factors can influence someone's decision to apply for a role, so we encourage individuals from all backgrounds to apply, even if they do not meet every listed qualification.

We firmly believe that diversity enriches our team and fuels our capacity to innovate. If you share our values, we would be delighted to receive your application.

We are also dedicated to creating an accessible workplace for everyone, including individuals with disabilities. If you have specific needs or requirements, please don't hesitate to let us know how we can support you throughout the application process or in your day-to-day work.