Strategic Enterprise Customer Success Manager (f/m/d)*

Strategic Enterprise Customer Success Manager (f/m/d)*

YOUR MISSION:

As a Strategic Enterprise Customer Success Manager at Parloa, your mission is to drive success across our most strategic customers. You will be the single point of contact for these accounts, understanding their needs, identifying key stakeholders, and actively driving strategic growth. Your excellent collaboration and communication skills will enable you to work effectively across all levels within the company and the customer\’s organization.

Working closely with an Enterprise Account Executive, you will unlock the account\’s potential and penetrate the entire business. You will lead initiatives and proof of concepts to showcase the tangible benefits and value of Parloa to our customers in their environments. This role goes beyond the traditional CSM role. As an Enterprise Customer Success Manager, you will need to have a keen understanding of growth potentials and be comfortable translating these into strategic opportunities. You are comfortable liaising with C-Level executives both within Parloa and our strategic customers\‘ businesses. Your goal is to ensure a seamless customer experience, from onboarding to ongoing success, making sure our customers achieve their desired outcomes with Parloa\’s solutions.

IN THIS ROLE YOU WILL:

1. Drive Customer Success – Be responsible for the full spectrum of the customer success process, from understanding customer needs to delivering white glove solutions.
2. Collaborate with Account Executives – Partner with your dedicated Enterprise Account Executives, co-owning accounts, and driving customer success in the assigned customer base.
3. Lead Customer Onboarding and Adoption – Develop & drive onboarding plans, participate in customer meetings, lead technical deep dives, and conduct initiatives to showcase the value of Parloa\’s solutions.
4. Improve Internal Processes – Contribute to improving internal processes, documentation, and ways of working within the Customer Success team.
5. Advocate for Customers – Influence product roadmap decisions and ensure their needs are effectively addressed.
6. Executive Communication and Stakeholder Management – Engage with C-Level executives, understanding their needs and expectations, and ensuring their feedback is communicated effectively. Manage and nurture these relationships to ensure alignment and a seamless flow of communication.

WHAT YOU BRING TO THE TABLE:

1. 7+ years of customer success experience, ideally in a SaaS environment or with Fortune 50 companies.
2. 2+ years of sales/account management experience, focusing on renewals and upsell/cross-sell.
3. Deep experience with enterprise technology and software/SaaS products.
4. Strong technical aptitude, with the ability to translate technical needs into practical use cases and solutions.
5. Confident presentation and communication skills, engaging comfortably with C-Level executives.
6. Willingness to travel and be onsite with customers as needed.
7. Fluency in German & English; additional languages are a plus.

NICE TO HAVE:

• Affinity for AI, understanding of underlying technologies, and awareness of industry trends.
• Experience in contact center, telephony, or customer experience industries.

WHAT\’S IN IT FOR YOU?

• Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative culture.
• Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup aiming to become an international leader in SaaS platforms for Conversational AI.
• Benefits include Deutschland ticket, Urban Sports Club, Job Rad, Nilo Health, weekly sponsored lunches.
• Competitive salary and equity package.
• Flexible hours, 28 vacation days, and workation options.
• Access to a professional development budget.
• Regular team events, social activities, and more.
• Work from home or our offices in Berlin or Munich with modern amenities.

Your recruiting process at Parloa:

Why Parloa?

Parloa is a rapidly growing startup in Generative AI and customer service. Our voice-first GenAI platform automates customer interactions across communication channels, leveraging NLP and machine learning to create intelligent phone and chat solutions. Founded in 2018, with over 250 employees across Berlin, Munich, and New York, we are expanding globally following our recent $66 million Series B funding.

Join us to be part of a diverse, innovative team revolutionizing the industry. We value growth, diversity, and professional development. Feel free to contact our Hiring Team with questions before applying.

Parloa is committed to data protection, GDPR, ISO, and ISO 27001 standards.

* We are an equal opportunity employer, welcoming applicants regardless of race, gender, sexual orientation, age, religion, national origin, disability, socioeconomic background, or other characteristics.

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