Customer Success Manager:in | B2B (m/w/d) - SaaS & Conversational AI

• Start: 01.08.2026
• Ort: Hamburg oder Remote (DACH)
• Modell: 4-Tage-Woche (32 Std., Mo–Do) | Remote-First
• Vergütung: 54.000 - 60.000 € OTE

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Über moinAI**

We are a leading Conversational-AI platform, enabling companies to automate their customer service and sales using KI-based technology. Our intelligent chatbots answer questions in real-time, qualify leads, and integrate seamlessly into existing tech stacks. Our goal: outstanding KI-supported customer experiences, more revenue, and measurable scalability.

Why you should start with us

You want to do more than just react to tickets? At moinAI, you'll find an experienced CS team that works data-driven, creates real value for the customer, and celebrates impact.

• High Performance & Flexibility: We live a true Remote-First culture and work in a 4-day week at full focus.
• Direkt Impact: You see immediately how your work affects adoption, satisfaction, and NRR (Net Revenue Retention) of our customers – and benefit directly from an attractive bonus model.
• Growth & Tech Expertise: A structured onboarding and regular coaching in the area of Conversational AI bring you to the next level.

Aufgaben

• Strategisches Onboarding & Solution Design: You lead use-case-specific onboarding for your portfolio. You understand their business processes in detail and translate them into a tailored KI- & bot-strategy.
• KI-Optimierung & Consulting: You are the driving force behind performance analysis. You drill down our KI-infrastructure, analyze bot-specific KPIs (e.g., intent accuracy, automation rates), and advise customers proactively on how to maximize their Conversational-AI results.
• Wertbasierte Kommunikation & Retention: You conduct regular business reviews (QBRs) at the management and C-level. Through empathetic and convincing communication, you win over even in critical phases the trust of customers, steer risk management, and ensure active renewal rates.
• Produkt-Schnittstelle (Voice of the Customer): Thanks to your deep product understanding, you recognize which features our customers are missing. You translate customer feedback into structured requirements for our Product- and Engineering team.
• Data & Operations: You keep your CRM (HubSpot) and CS dashboards clean to ensure maximum transparency in the team.

Qualifikation

We are looking for a communicative personality who combines technological depth with entrepreneurial thinking and charmingly explains complex software features.

Must-haves:

• Erfahrung: At least 3+ years of experience in B2B SaaS Customer Success or Account Management, ideally in the AI, MarTech, customer service software, or demanding communication solutions.
• Kommunikations-Genie: You are rhetorically gifted – whether moderating workshops, descaling critical customer situations (churn prevention), or storytelling before C-level decision-makers.
• Produkt- & Tech-Affinität: You have a deep understanding of software architectures, APIs, and integrations. Terms like NLP, LLMs, or intent training are not foreign words to you, but tools that you quickly grasp.
• Commercial Mindset: Proven success in increasing NRR/GRR and recognizing and closing expansion potential (up- & cross-selling).
• Analytische Schärfe: You love data and can interpret complex KPI dashboards logically, translating them into concrete, actionable recommendations for the customer.
• Sprachkenntnisse: Fluent German (C2) and negotiation-sure English skills in writing and speaking.

Soft Skills & Mindset:

• Ownership: A strong ownership mentality and the ability to proactively find solutions in a dynamic environment, rather than just naming problems.
• Empathie & Beratermentalität: You listen carefully and understand customer pain points often before they even express them themselves.

Benefits

• 🚀 Impact & Reward: At moinAI, success is transparently rewarded. You receive a fair compensation package consisting of around 85% fixed and ca. 15% variable. Our transparent team bonus ensures you get a piece of the cake from the start. On top, you benefit from an individual upsell bonus.
• 🕓 Work-Life-Balance: A true 4-day week (32 h, Mo–Do) at full pay, flexible working hours, and remote-first option.
• 🧭 Mentoring: Intensive onboarding program with personal mentoring directly through our Head of Customer Success.
• ⚙️ Moderne Infrastruktur: State-of-the-Art tools and clear playbooks that give you the back for actual customer work.💬 Teamspirit: A highly motivated team, regular team offsites, and legendary events in our HQ in Hamburg.

You recognize yourself again?

Then we look forward to your application! Send your documents (including earliest possible start date) simply to our People Manager Karen.

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