Customer Success Manager

Who you are

• You have native or near-native Spanish and Italian skills. You explain complex topics clearly, communicate confidently with different customers, and convince through clarity and empathy
• You don't just want to manage customers - you want to actively help them use Superchat successfully, solve problems, and create real value
• You want to take on and fully own your own projects - from webinars to developing our onboarding experience to exciting AI topics
• You quickly recognize what customers really need, communicate empathetically, and build long-term relationships
• You enjoy understanding new tools and systems, helping shape individual setups, and tackling technical topics independently
• You understand how customers use our product, recognize patterns, and bring valuable feedback to improve our processes and software
• You want to actively help shape processes, bring in new ideas, and build a scalable customer success setup together with us

What the job involves

• In this role, you are the first and most important point of contact for our new customers
• You guide companies through the entire onboarding process, help them successfully integrate Superchat into their existing workflows, and ensure they quickly gain real value from our platform
• You work closely with teams like Sales, Product, and Support, laying the foundation for a long-term, successful customer relationship
• You own the successful start of a large number of SMB and mid-market customers at Superchat - from the first conversations to productive use
• You plan and lead individual onboarding sessions so customers can use Superchat confidently and quickly, achieve real value, and solve challenges in a solution-oriented way
• You show customers the value of Superchat and enable them to keep growing successfully with the product beyond the onboarding phase, creating real success stories in their customer relationships
• You respond empathetically and with technical expertise to customer needs and set up individual configurations that fit their processes and goals
• You understand exactly how our customers use our product, actively gather feedback, and proactively contribute to the further development of our software
• You actively contribute ideas for developing our customer success processes so we can continuously improve our onboardings and scale efficiently
• You work on cross-team projects to elevate our customer experience to the next level - for example in areas like partner onboarding, retention strategies, technical processes, or upsell initiatives together with other teams
• You develop a deep understanding of our product and become a trusted point of contact for our customers throughout the entire customer lifecycle
• Customers: your most important point of contact in daily exchange
• Customer Success Team: for onboarding coordination, escalations, and sharing best practices and playbooks
• Sales: for handovers from closed deal to successful onboarding start
• Support: to resolve technical or operational issues that come up during onboarding
• Product: for feedback loops, product blockers, and technical edge cases from direct customer contact

Benefits

• Competitive compensation package that includes salary, benefits, and stock options of Superchat. We want everybody to be a true owner in Superchat
• 26 days of paid vacation + 2 days off for Christmas and New Year's Eve (because we love what we do, but we also love vacation!)
• Regular company and team events like pizza & bear evenings, sport activities, Christmas parties, and more!
• Annual personal development budget of €500 for conferences, courses, books, career coach, etc
• An inclusive and exciting start-up environment culture that offers accelerated career and personal growth
• Beautiful office in the heart of Berlin (Hackescher Markt) equipped with ergonomic chairs, height adjustable desks, free snacks, beverages and overall good vibes