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

Parloa • Full-time • Berlin Office; Munich Office • 2w ago

YOUR MISSION:

As an Principal 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 business. 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:

Drive Customer Success - Be responsible for the full spectrum of the customer success process, from understanding customer needs to delivering white glove solutions.
Collaborate with Account Executives - Partner with your dedicated Enterprise Account Executives, co-owning accounts, and driving customer success in the assigned customer.
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.
Improve Internal Processes - Contribute to improving internal processes, documentation, and ways of working within the Customer Success team.
Advocate for Customers - They need to influence product roadmap decisions and ensure their needs are effectively addressed.
Executive Communication and Stakeholder Management - Engage with C-Level executives, understanding their needs and expectations, and ensuring their feedback is orchestrated and communicated at the correct levels. You will also be responsible for managing and nurturing these relationships, ensuring a seamless flow of communication and alignment of objectives.

WHAT YOU BRING TO THE TABLE:

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

NICE TO HAVE:

Affinity to AI, understanding of underlying technologies and up to speed with the dynamic evolving industry.
Experience within 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 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.