Customer Success Manager

Blockbrain • Stuttgart, AR

7d • Hybrid

About The Position

This hybrid Customer Success Manager and Customer Success Engineer role combines customer relationship ownership and commercial account development with hands-on building of AI use cases in the Blockbrain platform. The role supports enterprise customers in translating their goals into useful AI solutions and driving adoption. It is hands-on and offers ownership and the opportunity to shape the role from day one. Software development is not required; Forward Deployed Engineers support deeper technical work.

The role owns customers across the full lifecycle, from onboarding and adoption to success measurement, retention, and account development. It includes building, testing, and iterating assistants, agents, and workflows directly in the platform; connecting solutions to customer systems; leading enablement and change management; and working with Product, Engineering, and Forward Deployed Engineering to address customer needs.

Requirements

• At least 4 years of experience in Customer Success, Account Management, Consulting, Business Development, or a comparable customer-facing role; SaaS or AI product experience is preferred.
• Confident communication with end users, functional stakeholders, and senior decision-makers; able to facilitate conversations, align people, and explain technical concepts clearly.
• Strong technology affinity and understanding of AI use cases, integrations, and data and process dependencies; able to work hands-on without being a software developer.
• Ability to translate customer goals into clear use cases, acceptance criteria, platform-level solutions, and measurable outcomes.
• Strong organizational skills to independently manage accounts, priorities, follow-ups, risks, and cross-functional dependencies throughout the customer lifecycle.
• Builder and ownership mindset, including curiosity, customer empathy, commercial judgment, and comfort navigating ambiguity.
• Fluent written and spoken German and English.
• Hands-on AI-building experience and practical technical fluency, including understanding LLMs, embedding models, RAG systems, and knowledge structures such as Property Graphs.
• Ability to assess which AI approach fits a use case and to build, test, and improve platform-level solutions.
• Experience or practical confidence connecting solutions to systems through MCP servers, connectors, and APIs across Microsoft 365, Dynamics, and CRM systems such as Salesforce.
• Comfort with Entra ID and Azure/M365 admin centers.

Nice To Haves

• Experience in Customer Success, Account Management, Consulting, or Business Development with SaaS or AI products.

Responsibilities

• 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.
• Discover and structure customer problems, then 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 relevant internal stakeholders.
• Work closely with Product and Engineering to remove blockers and provide structured customer evidence.
• Partner with Forward Deployed Engineering on technical requirements beyond platform-level building.
• Agree on customer-specific outcomes and adoption indicators, review progress regularly, and raise risks to value, adoption, or the relationship early.
• Build customer solutions using appropriate AI approaches, including LLMs, embedding models, RAG systems, and knowledge structures such as Property Graphs.
• Connect AI solutions to existing systems through MCP servers, connectors, and APIs, including Microsoft 365, Dynamics, and Salesforce.

Benefits

• Flexible working hours and work location; on-site in Stuttgart three days a week.
• After probation, the option to work from abroad for up to 8 weeks per year.
• Deutschland-Ticket.
• Wellpass fitness membership.
• Access to the latest AI tools.
• Regular company and team off-sites.
• High growth potential, fast learning, real ownership, and influence on the direction of the company.
• MacBook, iPhone, headset, and other tools needed for the role.
• Competitive compensation consisting of a fixed salary and a variable component.
• Fixed salary of €50,000.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed