Customer Success Consultant

About Our Client

Our client is a Munich-based global automation and AI company with over 30 years of delivery excellence. They combine the stability of a global group with the agility of a startup, focusing on AI and GenAI. Their product helps German companies of all sizes adopt GenAI responsibly and effectively.

Their flagship GenAI platform enhances enterprise productivity, knowledge management, and innovation by enabling companies to organize, access, and leverage internal knowledge at scale, with deep integration for document management and secure, enterprise-grade AI features.

They serve leading German Mittelstand firms, including machine and equipment builders, engineering companies, and industrial innovators. Their product is available as SaaS (public cloud), with options for dedicated public/private cloud, and hybrid/on-premise deployments are planned to meet demanding customer needs.

About the Role

This role focuses on customer success and consultancy, centered on GenAI coaching, enablement, onboarding, training, and value realization. It is not an IT, project management, scrum, helpdesk, nor technical implementation role and does not require hands-on troubleshooting.

Essential Skills & Experience

• Native German speaker (able to confidently lead workshops, training, and executive conversations in German).
• Willing and able to work on-site in Munich (no hybrid or remote options).
• Customer-facing, consultative experience (2+ years) in startup or fast-paced environments (e.g., Customer Success, Solutions Consulting, Advisory roles).
• Practical exposure to GenAI (e.g., coaching users, running workshops, framing use cases, adoption programs). No deep technical skills required.
• Strong communicator capable of translating GenAI concepts into clear business value for non-technical stakeholders.
• Proven ability to own customer adoption and success outcomes (plans, milestones, measurement, stakeholder management).
• Ability to collaborate closely with Product teams to relay structured customer feedback.

It’s a Plus If You Have

• Experience enabling German enterprises on SaaS/AI/data products.
• Experience designing or running enablement programs, onboarding playbooks, or change-management initiatives around new technology.
• Knowledge of GenAI adoption topics such as use-case discovery, prompt best practices, governance/guardrails, and measuring business impact.
• Degree from Munich-based universities: TUM, LMU.

Key Responsibilities

• GenAI Coaching & Enablement: Educate and guide customer teams on effective use of their GenAI platform through workshops and training sessions.
• Customer Onboarding: Plan and execute onboarding programs, aligning stakeholders, setting goals, prioritizing use cases, and developing adoption playbooks.
• Success Planning & Measurement: Define success criteria, milestones, and KPIs; track adoption and outcomes to ensure business impact.
• Change Management Support: Assist customers in driving internal adoption through communications, training materials, and champion programs.
• Adoption Acceleration: Identify expansion opportunities, new use cases, and pathways to scale GenAI usage across departments.
• Customer Advocacy & Feedback Loop: Collect and relay customer needs, pain points, and feature requests to shape product roadmap.
• Content & Documentation: Create clear enablement materials such as guides, playbooks, FAQs, and workshop decks.
• Cross-Functional Collaboration: Work with Sales, Product, Marketing, and global tech teams to ensure customer value realization.
• Thought Leadership: Represent the GenAI platform at customer forums, webinars, or industry events.

Why work at this company

• Stability + Agility: Decades of credibility combined with a nimble, product-focused AI team in Munich.
• Real Adoption Work: Help German companies implement GenAI at scale, beyond PoCs.
• Visible Impact: Own customer success outcomes and influence product development.
• Category Momentum: Be at the forefront of rapid GenAI transformation.