UX | AI | Change Management | Customer Success | Product Success | Part-Time or Full-Time
INTRODUCING CHAPTR
Ask a room of people to define the future of work, and you’ll likely get a dozen different answers. For some, it’s about focusing on more creative goals and automating daily tasks. To others, it creates a fear of being replaced in the near future. To us, the future of work means working alongside AI. Being in control of the best technology instead of being controlled by it.
CHAPTR is a part of the Holtzbrinck Publishing Group alongside businesses like Springer Nature, Digital Science and Macmillan Publishers. A dynamic startup fueled by our passion for technology and redefining the future of work. We build cutting-edge products and relentlessly push the boundaries of what is possible.
We're actively building a diverse team, because diversity fuels fun and innovation. If you feel you may not meet all job requirements, apply anyway; we understand impostor syndrome but won't let it hinder hiring the best. We're a remote, #familyfirst company, offering flexibility while staying committed to our mission. If you're excited about innovation, eager to propel our projects, and passionate about AI, join CHAPTR on this thrilling journey.
THE ROLE
We are looking for a versatile, AI-first Customer Success Manager to support one of our CHAPTR core products. This role sits at the intersection of customer success, change management, product management and product marketing - making it perfect for someone who loves building relationships, communicating clearly, and driving product adoption at scale.
You will own the full customer lifecycle for one of our CHAPTR core products (our primary focus). This is a high-impact, highly autonomous role for a proactive problem-solver with excellent communication skills and a genuine passion for AI tools.
What You Will Be Doing
Customer Success & Retention
- Develop and own tailored success plans for our group internal users for one of our CHAPTR products, ensuring they derive maximum value from the product.
- Drive product adoption, feature engagement, and measurable ROI for users
- Act as primary point of contact for our internal users
- Maintain a deep understanding of product features to advise users on best practices.
- Host regular user roundtable sessions to gather feedback, share updates, and build community.
- Support onboarding, enablement, and product training
- Handle escalations professionally, working across internal teams to drive resolution.
- Proactively identify users or business units at risk of churn and develop mitigation strategies.
- Act on user requests and bugs reported in Zendesk
- Monitor and provide actionable insights based on customer health scores, usage metrics, retention rates, and expansion potential
- Directly collaborate with C-Level executives
Product Management Collaboration & Advocacy
- Act as the user’s advocate towards internal Product/Engineering teams
- Translate user feedback from support & customer-success channels into structured product insights and roadmap input
- Partner closely with Product Managers on new feature launches, including user-facing documentation, and go-to-market strategy support.
- Support PMs in defining success metrics for new features by providing context & data on BU-specific user adoption and impact.
Content & Communications
- Write and publish release notes, newsletters, and onboarding materials for our CHAPTR products.
- Collaborate with Product Managers to establish KPIs and monitor BU-level product health metrics.
- Analyze product utilization data to identify opportunities for optimization and present data-backed recommendations for roadmap prioritization to PMs.
- Create and curate Spotlight User Stories that showcase user success.
- Manage and update Help Centers to ensure accuracy and clarity.
- Apply strong copywriting and copy-editing skills across all user-facing content.
Insights & Feedback Loops
- Track and synthesize user feedback in Notion and other tools.
- Set up and conduct structured user interviews to inform product direction.
- Monitor and report on Google Analytics and in-product feedback data on a BU-level.
WHAT WE ARE LOOKING FOR
- Proven experience in Customer Success, Account Management, or a similar customer-facing role.
- Outstanding written and verbal communication skills in English (fluent).
- German at B2 level or above.
- AI-first approach — you actively leverage AI tools to work smarter and faster.
- Strong copywriting and copyediting skills — you can write clearly for both technical and non-technical audiences.
- Comfortable working independently and managing multiple workstreams simultaneously.
- A proactive, problem-solving mindset with strong critical thinking abilities.
WHAT MIGHT COME IN HANDY
- Berlin is your base
- UX sensibility — you think about user experience when designing communications and processes.
- Experience with Zendesk, Notion, or similar tools.
- Familiarity with Google Analytics or product analytics platforms.
- Background in SaaS, EdTech, or product-led growth companies.
- Domain expertise in the publishing industry
BENEFITS
- Be part of an innovative tech start-up with a competitive salary.
- Great career development opportunities, incl. learning and development budget.
- Comprehensive benefits including mental wellbeing support (Nilo), bike leasing (JobRad), WeWork co-working space access, and workation options.
- Enjoy a supportive team culture that values diversity, inclusion, and fun.
- Remote flexibility with the option to work on-site at a WeWork co-working space.
- Work closely with an innovative AI-powered product that creates real value for its users.
- High ownership from day one — this role shapes how our customers experience our products.
- Flexible part-time or full-time engagement.
- A small, driven, and international team that moves fast and values your ideas.