Customer Success Manager
About the job
- You have 2–3 years of experience working with B2B software-as-a-service customers.
- You have native or near-native German language skills and very good English language skills.
- You can explain complex topics clearly and communicate confidently and empathetically with different customers.
- You are willing to take ownership of projects such as webinars, improving the onboarding experience, and artificial intelligence topics.
- You can understand new tools and systems, help configure individual setups, and independently address technical topics.
- You can understand how customers use the product, identify patterns, and provide feedback to improve processes and software.
- You can actively shape processes, contribute ideas, and help build a scalable customer-success setup.
- You can stay organized while handling many customers in fast-paced small and medium-sized business or startup environments.
- You can explain complex topics understandably to non-technical customers and solve technical or operational problems pragmatically.
- You are the primary contact for new customers throughout the onboarding process.
- You own the successful onboarding of numerous small and medium-sized business and mid-market customers, from initial conversations through productive product use.
- You plan and lead individualized onboarding sessions so customers can use Superchat confidently, realize value quickly, and overcome challenges constructively.
- You demonstrate Superchat’s value and enable customers to succeed with the product beyond onboarding.
- You address customer needs empathetically and with subject-matter expertise, configuring individualized setups aligned with their processes and goals.
- You understand how customers use the product, actively collect feedback, and contribute proactively to software improvements.
- You propose improvements to customer-success processes to continuously improve and efficiently scale onboarding.
- You participate in cross-functional projects, including partner onboarding, retention strategies, technical processes, and upsell initiatives.
- You develop deep product knowledge and become a trusted point of contact for customers throughout the customer lifecycle.
- You coordinate onboarding, escalations, and best-practice and playbook sharing with the Customer Success team.
- You coordinate handoffs from completed deals to onboarding starts with Sales and collaborate with Support and Product on technical or operational issues, product blockers, and exceptional technical cases.
About the company
Superchat provides an AI-powered, multichannel messaging platform that unifies customer conversations from WhatsApp, Instagram, Facebook Messenger, Telegram, email, SMS, and Google Business Messages into one inbox for SMEs. Messages are handled by AI agents 24/7 to respond, triage, and automate workflows, while human agents can collaborate by assigning messages and adding notes, with seamless CRM and workflow integrations (Zapier, Make, HubSpot, Shopify). It is GDPR-compliant with data hosted in Germany and emphasizes a German-hosted solution tailored for SMEs, complemented by a WhatsApp newsletter feature for marketing. Its goal is to streamline, scale, and improve engagement across channels for SMEs by unifying messaging, automating tasks, and supporting marketing and sales workflows.
Company Size
51-200
Company Stage
Early VC
Total Funding
$18.6M
Headquarters
Berlin, Germany
Founded
2020
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Simplify's Take
What believers are saying
- Superchat says over 10,000 businesses trust it, signaling stronger market adoption.
- Hiring for revenue, engineering, and integrations in Berlin shows active expansion in 2026.
- WhatsApp Coexistence, launched DACH-wide in May 2026, broadens upgrades without number changes.
What critics are saying
- Meta’s October 2026 paid service messages raise customer acquisition costs and churn pressure.
- Superchat depends on WhatsApp access, which Meta can restrict through eligibility and policy changes.
- OpenAI model dependence and native inbox competitors can erase differentiation within 12 months.
What makes Superchat unique
- Superchat unifies WhatsApp, Instagram, email, SMS, phone, and live chat in one inbox.
- Its AI Agents handle chat, email, and phone, with controls and handoffs.
- German hosting and GDPR positioning reduce compliance friction for DACH SMBs.
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Benefits
Health Insurance
Paid Vacation
Phone/Internet Stipend
Annual personal development budget
Wellness Program
Mental Health Support
Hybrid Work Options
Remote Work Options
Company News
Superchat, an all-in-one messaging platform for small and medium-sized businesses (SMBs), has raised 13.6 million euros ($15.6 million) in a Series A round.