Customer Success Manager

Why this role, why now

As Blockbrain grows into more enterprise accounts, customer success is where real value gets created. It is not enough to sell the platform. Customers need someone who turns their goals into working AI use cases and makes adoption stick. This is where you come in.

This is a hybrid Customer Success Manager and Customer Success Engineer role. You own customer relationships and commercial account development while building AI use cases directly in the Blockbrain platform. As we evolve into a Building Company, this role is genuinely hands-on: you do not just define use cases and hand them off, you build them with customers. You are not expected to be a software developer, our Forward Deployed Engineers partner with you on the deeper technical work. Real ownership and room to shape things from day one.

• 4+ years in Customer Success, Account Management, Consulting, or Business Development or a comparable customer-facing role, ideally with SaaS or AI products
• Confident communication with end users, functional stakeholders, and senior decision-makers, with the ability to facilitate conversations, align people, and explain technical concepts clearly
• Strong tech affinity: you understand AI use cases, integrations, and data and process dependencies, and work hands-on without being a software developer
• Solution orientation: you turn customer goals into clear use cases, acceptance criteria, platform-level solutions, and measurable outcomes
• Strong organizational talent: you independently manage accounts, priorities, follow-ups, risks, and cross-functional dependencies across the full customer lifecycle
• A builder and ownership mindset: curiosity, customer empathy, commercial judgement, and comfort navigating ambiguity

• Fluent German and English, both written and spoken

Hands-on AI building and practical technical fluency are must-haves here. You will:

• Build useful customer solutions directly in the platform, understanding LLMs, embedding models, RAG systems, and knowledge structures such as Property Graphs, and assessing which approach fits a use case
• Connect AI solutions to existing systems through MCP servers, connectors, and APIs across Microsoft 365, Dynamics, and CRM systems like Salesforce, comfortable with Entra ID and the Azure/M365 admin centers
• Translate technical use cases into working solutions yourself, building, testing, and improving platform-level solutions, and partnering with Forward Deployed Engineering for deeper technical work

You don't need to be a software developer. What matters is solid technical understanding, practical AI-building experience, and the confidence to turn customer requirements into working solutions.

• Own a portfolio of customers across onboarding, adoption, success measurement, retention, and account development
• Build trusted relationships with users, functional stakeholders, and decision-makers, and understand their goals, context, blockers, and risks
• Lead enablement and change-management activities, then discover and structure customer problems and build, test, and iterate assistants, agents, and workflows directly in the Blockbrain platform
• Identify and develop expansion opportunities grounded in customer value, and support renewals and account plans with the relevant internal stakeholders
• Work closely with Product and Engineering to remove blockers and return structured customer evidence, and partner with Forward Deployed Engineering on technical requirements beyond platform-level building
• Agree customer-specific outcomes and adoption indicators, review progress regularly, and raise risks to value, adoption, or the relationship early

• Flexible Work Models: Work where and when you do your best work. You're on-site in Stuttgart or Munich 3 days a week, with flexible working hours. After probation, you can also work from abroad for up to 8 weeks per year.
• Benefits That Make a Difference: Deutschland-Ticket, Wellpass fitness membership, access to the latest AI tools, and regular company and team off-sites that bring us together.
• Top Team: Work with an international team of exceptional people who raise the bar every day and love building together.
• High Growth Potential: Don't just shape processes, shape the company. You'll learn fast, take real ownership, and influence where we go next in a fast-growing AI startup.
• Top Equipment: MacBook, iPhone, headset, and every tool you need to do your best work, from day one.
• Very Competitive Package: We offer a highly competitive package overall: a strong fixed salary plus a variable component that rewards the impact you create.
• Salary: 70.000€ fix + 10.000€ variable