Lead Customer Success Operations

**Lead Customer Success Operations & Enablement (m/d/f)**
- Full-time - Berlin_

At charles, one of Europe's fastest growing **SaaS** companies, **Customer Success** (CS) is key to company growth. As our** **Lead Customer Success Operations & Enablement**,** you will play a pivotal role in driving our mission to humanize **e-commerce** by enabling ever more valuable conversations between innovative brands and their consumers. You will lead a team of CS Operations and Enablement Managers, develop and implement strategies to optimize the efficiency and effectiveness of our CS teams, and become one of the world's first and leading experts in **Conversational Commerce and Marketing**. Join us in Berlin and shape the future of charles in one of the most important roles within our organization.

**THIS IS WHAT YOU WILL BE DOING**:

- Design and manage CS processes and workflows including onboarding, initial adoption, value maximisation, and renewal workflows to ensure consistent and exceptional customer experience.
- Establish metrics and KPIs to measure the effectiveness of CS operations and drive continuous improvement on key CS outcomes like NRR and NPS
- Identify and implement tools and technologies to enhance team productivity, operational efficiency, and enable scalable operations.
- Lead the development and execution of customer enablement programs and initiatives to empower customers with the knowledge and resources needed to effectively use our software, including onboarding materials, product documentation, tutorials, and self-service resources.
- Help steer and enhance the skills and effectiveness of our CS teams by delivering training and coaching programs
- Collaborate with cross-functional teams, such as sales, product, and marketing, to drive company-wide customer-centricity, provide insights for product enhancements and new feature development, and align CS operations with overall company goals.
- Conduct regular analysis of customer health, data and feedback to identify trends and insights for proactive customer engagement.
- Provide regular reports and updates on CS outcomes to founders and senior management as well as investors.
- Lead and coach team members and contribute to their professional growth, including hiring, feedback and performance management.
- Monitor industry trends and best practices to ensure and continuously improve charles' gold-standard CS organization, strategies and operations.

**YOU'LL FIT GREAT WITH THESE SKILLS AND VALUES**
- **Bachelor's degree** in Business Administration, Computer Science, Engineering or a related field - advanced degree is a plus.
- At least **3-5 years of full-time professional experience** in Management Consulting, Strategy, CS/GTM/Revenue/Commercial Operations or similar fields within the software industry.
- **Tech-savviness** and knowledge of relevant **CRM and marketing technology software**:

- Proven experience and understanding of **CS principles, methodologies, and metrics** - as well as proven experience in **managing operational improvements and projects**:

- Familiarity with **e-commerce business model, current market trends and commercial challenges** is a plus (_not mandatory_)
- E-Com/Consumer Domain Knowledge: Familiarity with business model, market trends and commercial challenges in the E-Com and consumer brands landscape is a plus (_not mandatory_)
- Demonstrated **leadership skills** with the ability to inspire, manage and develop a high-performing team.
- Exceptional **communication (both German and English are mandatory) and interpersonal skills**, with the ability to build relationships with stakeholders at all levels of the organization.
- Effective **project management skills**, including prioritization, setting ambitious yet realistic timelines, and driving diligent execution.
- **Results-oriented** and **customer-centric mindset** with a focus on driving customer outcomes and satisfaction.
- Excellent **analytical and problem-solving skills**, with the ability to leverage data to drive operational improvements.
- Strong **intrinsic motivation** **and drive** to go the extra mile to deliver exceptional results and strong **attention to quality and detail**:

- **Trusted** and **collaborative team player** with warm, positive, and empathic personality

**THINGS WE OFFER**:

- **ESOP** (virtual stock options) to share in the ownership and success of charles
- A **brand new office** in the heart of Berlin overlooking the Wall memorial
- A c**ompetitive compensation** package
- **Discounts on BVG** tickets
- **Urban Sports Club** membership
- A weekly **personal trainer**:

- **Meditation session** on Tuesdays
- **Free company lunch** on Thursdays
- A **friendly, open, multicultural** work environment
- **Dog-friendly** office
- **Parties and team events**: we like to celebrate our major and micro-wins as well as get to know each other better at regular team-building events

**ABOUT US**:

- It's better to have a conversati