Senior Customer Success Manager (f/m/d)*
Parloa
YOUR MISSION:
As a Senior Customer Success Manager (f/m/d) at Parloa, you will be a strategic partner to our most valuable enterprise customers, guiding them to maximize the impact of our next-generation Conversational and Agentic AI platform. You will own and evolve the customer journey with a high-touch, consultative approach—unlocking long-term business value, innovation, and growth for each client.
This is your opportunity to shape the future of customer communication by helping organizations reimagine their voice and chat interactions through intelligent, human-like AI agents.
IN THIS ROLE YOU WILL:
- 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.
WHAT YOU BRING TO THE TABLE:
- 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. Hands-on experience with Conversational AI or chatbot/voicebot solutions is a strong plus.
- A curious, customer-first mindset with an "own it" mentality—you love taking initiative and driving outcomes from idea to delivery.
WHAT'S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture.
- Opportunity to build and scale your career at the intersection of customer-facing roles and engineering in a dynamic startup on its journey to become an international leader in SaaS platforms for Conversational AI.
- 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.
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Challenge Task & Expert interview → Bar Raiser Interview
Why Parloa?
Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York.
When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $120 million Series C investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.
Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.
Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.