Senior Customer Success Manager

Summary

Join Parloa as a Senior Customer Success Manager and become a strategic partner to enterprise clients, guiding them to maximize the impact of Parloa's Conversational and Agentic AI platform. You will own and evolve the customer journey, focusing on business outcomes and innovation through Conversational AI. Responsibilities include acting as the main point of contact for clients, leading them through onboarding and adoption, identifying expansion opportunities, delivering expert guidance during implementation, and working cross-functionally with other teams. You will monitor usage patterns and KPIs to drive engagement and growth. This role requires 4+ years of experience in a relevant field, preferably in a B2B SaaS environment with enterprise accounts. Excellent communication skills in German and English are essential. Parloa offers a competitive compensation and equity package, flexible working hours, and various benefits including professional development opportunities.

Requirements

• 4+ years of experience in Customer Success, Consulting, Account Management, or Project Management—preferably in a B2B SaaS environment working with enterprise accounts
• Demonstrated ability to drive strategic value and digital transformation within complex organizations
• Proven track record in managing high-value relationships with a high-touch, proactive approach to client service
• Strong project management skills and stakeholder alignment capabilities, with a clear focus on execution and impact
• Excellent communication and presentation skills in German and English , with the ability to engage both technical and non-technical audiences
• A passion for AI, automation, and the future of customer communication
• A curious, customer-first mindset with an "own it" mentality—you love taking initiative and driving outcomes from idea to delivery

Responsibilities

• Act as the strategic advisor and main point of contact for enterprise clients, developing deep, trust-based relationships and helping them succeed at scale
• Lead customers through the entire journey —from onboarding to adoption to long-term value realization—with a clear focus on business outcomes and innovation through Conversational AI
• Identify expansion opportunities by deeply understanding customer roadmaps, priorities, and how Parloa’s AI capabilities can unlock new use cases
• Deliver expert guidance during implementation and rollouts, including best practices for deploying agentic AI solutions that enhance customer service operations
• Work cross-functionally with Sales, Product, and Solution Engineering to drive outcomes, resolve challenges, and advocate for customer needs
• Monitor usage patterns, health metrics, and KPIs to proactively drive engagement, retention, and growth

Preferred Qualifications

Hands-on experience with Conversational AI or chatbot/voicebot solutions is a strong plus

Benefits

• Deutschland ticket, Urban Sports Club, Job Rad, Nilo Health, weekly sponsored office lunches
• Competitive compensation and equity package
• Flexible working hours, 28 vacation days and workation opportunities
• Access to a training and development budget for continuous professional growth
• Regular team events, game nights, and other social activities
• Work from a home and/or our beautiful office(s) in the heart of Berlin or Munich with adjustable desks, social areas, fresh fruits, cereals, and drinks