Customer Success Manager - Italian and Spanish Market (m/w/d)

At Superchat, we're rebuilding how businesses talk to their customers. The phone call, the contact form, the support ticket: all of it is being replaced by messaging and AI. We're building the platform that runs underneath.

Founded in 2020, Superchat has become the platform of choice for 10,000+ businesses worldwide, from globally recognized brands like Allianz, Auto1, Enpal, Danone, and GASAG to the small businesses, dental practices, and one-person startups that need to look bigger than they are. Today, millions of messages flow through Superchat every single day.

We started as a unified inbox: one place for every channel a customer might pick, WhatsApp, email, SMS, Instagram. Then ChatGPT happened, and the second chapter began: AI agents that respond across chat, email, and voice at the quality of the best human teams.

We're 100 people, profitable, and have raised €18M in funding (last round 4.5 years ago, we've been growing on our own money since). Headquartered in Berlin.

 

In this role, you are the first and most important point of contact for our new customers. You guide companies through the entire onboarding process, help them successfully integrate Superchat into their existing workflows, and ensure they quickly gain real value from our platform. You work closely with teams like Sales, Product, and Support, laying the foundation for a long-term, successful customer relationship.

Who We Want

Strong Communicator.
You have native or near-native Spanish and Italian skills. You explain complex topics clearly, communicate confidently with different customers, and convince through clarity and empathy.

Operator, not account manager.
You don't just want to manage customers - you want to actively help them use Superchat successfully, solve problems, and create real value.

Ownership mentality.
You want to take on and fully own your own projects - from webinars to developing our onboarding experience to exciting AI topics.

Trusted advisor with strong customer instinct.
You quickly recognize what customers really need, communicate empathetically, and build long-term relationships.

Tech-curious and hands-on.
You enjoy understanding new tools and systems, helping shape individual setups, and tackling technical topics independently.

Analytical and product-minded.
You understand how customers use our product, recognize patterns, and bring valuable feedback to improve our processes and software.

Builder mentality.
You want to actively help shape processes, bring in new ideas, and build a scalable customer success setup together with us.

Who We Don't Want

Manages customers instead of owning outcomes.
You only manage customers instead of actively taking responsibility for successful onboardings and real results.

Loses the overview in fast-paced environments.
You struggle in fast-moving SMB or startup environments and quickly lose track when handling many parallel customers.

Loses patience with non-technical customers.
You quickly lose patience with non-technical customers or can't explain complex topics in an understandable way.

Passes problems along instead of solving them.
You pass on every technical or operational problem instead of thinking it through yourself and finding pragmatic solutions.

Low ownership.
You avoid challenges outside your direct area of responsibility instead of proactively supporting and taking responsibility.

Your Day-to-Day

Onboarding & Customer Contact (~70%)

• You own the successful start of a large number of SMB and mid-market customers at Superchat - from the first conversations to productive use
• You plan and lead individual onboarding sessions so customers can use Superchat confidently and quickly, achieve real value, and solve challenges in a solution-oriented way
• You show customers the value of Superchat and enable them to keep growing successfully with the product beyond the onboarding phase, creating real success stories in their customer relationships
• You respond empathetically and with technical expertise to customer needs and set up individual configurations that fit their processes and goals

Process Optimization & Feedback (~20%)

• You understand exactly how our customers use our product, actively gather feedback, and proactively contribute to the further development of our software
• You actively contribute ideas for developing our customer success processes so we can continuously improve our onboardings and scale efficiently
• You work on cross-team projects to elevate our customer experience to the next level - for example in areas like partner onboarding, retention strategies, technical processes, or upsell initiatives together with other teams

Customer Relationships & Growth (~10%)

• You develop a deep understanding of our product and become a trusted point of contact for our customers throughout the entire customer lifecycle

Stakeholders

• Customers: your most important point of contact in daily exchange
• Customer Success Team: for onboarding coordination, escalations, and sharing best practices and playbooks
• Sales: for handovers from closed deal to successful onboarding start
• Support: to resolve technical or operational issues that come up during onboarding
• Product: for feedback loops, product blockers, and technical edge cases from direct customer contact

Why People Choose Us

• We believe in the power of in-person collaboration: We're an in-office culture at heart - we genuinely love being together in the Berlin office. That's where the best ideas happen, decisions move faster, and we learn from and grow with each other every day. We do offer some flexibility for remote work, but our default and our energy is being in the room together.
• We're an international team with diverse cultural backgrounds and languages. Openness, mutual respect, and the exchange of different perspectives shape the way we work together.
• We value ambition and drive. We're looking for people who take ownership, show initiative, and are excited to grow quickly.
• We work with a high degree of ownership and a strong learning mindset. Asking questions, staying curious, and continuously improving are part of our everyday culture.
• We care deeply about humility and teamwork. No egos, open feedback, and a willingness to learn from one another matter more to us than titles.

Benefits & Culture

• Choose between an Urban Sports Club or John Reed membership, or a public transport pass/Dance subscription.
• Regular company-wide and team events.
• An annual €500 learning and development budget that you can use for conferences, courses, books, career coaching, and more.
• An inclusive and exciting startup culture that supports rapid professional and personal growth.
• A beautiful office in the heart of Berlin (Prenzlauer Allee 242) with free snacks, drinks, and top-notch equipment.

We want to build a community, not just a company.

Creating an environment where people genuinely enjoy spending time together is important to us - w