Customer Success Manager - Italian and Spanish Market (m/w/d)

Founded in 2020, Superchat has become the platform of choice for 10,000+ businesses worldwide, from globally recognized brands like Allianz, Auto1, Enpal, Danone, and GASAG to the small businesses, dental practices, and one-person startups that need to look bigger than they are. Today, millions of messages flow through Superchat every single day.

We started as a unified inbox: one place for every channel a customer might pick, WhatsApp, email, SMS, Instagram. Then ChatGPT happened, and the second chapter began: AI agents that respond across chat, email, and voice at the quality of the best human teams.

We're 100 people, profitable, and have raised €18M in funding (last round 4.5 years ago, we've been growing on our own money since). Headquartered in Berlin.

• →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

• We believe in the power of in-person collaboration: We're an in-office culture at heart - we genuinely love being together in the Berlin office. That's where the best ideas happen, decisions move faster, and we learn from and grow with each other every day. We do offer some flexibility for remote work, but our default and our energy is being in the room together.
• We're an international team with diverse cultural backgrounds and languages. Openness, mutual respect, and the exchange of different perspectives shape the way we work together.
• We value ambition and drive. We're looking for people who take ownership, show initiative, and are excited to grow quickly.
• We work with a high degree of ownership and a strong learning mindset. Asking questions, staying curious, and continuously improving are part of our everyday culture.
• We care deeply about humility and teamwork. No egos, open feedback, and a willingness to learn from one another matter more to us than titles.

Creating an environment where people genuinely enjoy spending time together is important to us - whether that's through HYROX training, golf, beer pong tournaments, running clubs, Warhammer, weekend activities, or any other community you'd like to build here.