Customer Success (B2B SaaS Startup)

🚀 Join us in reshaping global trade in a fast-growing startup!

We are traide AI - a VC-backed, B2B deep tech startup based in Berlin, using AI to solve one of the most overlooked yet critical challenges in international trade: customs compliance. Our software automates product classification, reduces regulatory errors, and helps customers save up to 83% of their time.

Trusted by leading brands like Siemens Healthineers, Koro, and Jack Wolfskin , we’ve achieved 4x growth over the past 12 months – and we’re just getting started.

Tasks

At traide AI, we take pride in delivering exceptional customer experiences: our clients aren’t just users, they’re true partners. We’ve built strong, trust-based relationships with them, and we genuinely believe we work with some of the best customers out there. Every day in Customer Success is different: you'll face new challenges, solve real problems, and act as the vital bridge between our customers and the rest of the team. Their feedback drives how we improve, and their success is our success.

The Customer Success role at traide AI is fundamentally different from traditional Customer Success functions. The focus is not on sales or basic support, but on strategic project management, long-term customer activation, and product adoption .

As a Customer Success Manager, you'll:

• Build and maintain strong relationships with our clients, guiding them through onboarding and ongoing success.
• Conduct trainings , checkins and troubleshoots to support the customers needs.
• Give them feedback on their processes and data management to ensure the best AI results.
• Work with a diverse range of client s. From small businesses to large enterprises, our client portfolio spans industries and regions, giving you exposure to different challenges and opportunities.
• Collaborate with cross-functional teams (esp. close with product) to enhance the customer experience.
• Develop strategies to improve client satisfaction and retention.
• Analyze customer feedback to inform product improvements.

🚀 Why this role is unique

• Informed customers : They already know the product and the problem space (from the sales process)– you start where others still have to lay the groundwork.
• High engagement : Customers are highly motivated and ready to get started right away.
• Tailored project work : Onboarding isn’t a standard process – it requires active project management and a high degree of adaptability.

Requirements

You don’t need to come in knowing all the technical details; we’ll teach you that. What really matters is your ability to connect with people, stay organized, and bring a thoughtful, can-do attitude to everything you do.

• Fluency in German (C1 or native) and strong English skills (B2 or better).
• An interest in SaaS-softwares, AI-models and a willingness to learn.
• A team player who enjoys solving problems and helping others succeed.
• Interest and experience in using digital tools and platforms
• Ideally you are familiar with ERP and SAP- systems, but that is not a must have

Benefits

🌟 What you can expect

• Varied day-to-day : Every customer comes with unique needs -> no two projects are the same.
• Visible impact : You’ll see the direct results of your work -> for both our customers and traide AI.
• Customer proximity & appreciation : Clients meet you with genuine interest and recognition.
• Team culture : You’ll be part of a team that communicates transparently, values humor, and supports each other with respect and sincerity.
• Flexible working: We enjoy working together in our office at Senefelder Platz in Berlin Prenzlauer Berg/Mitte. Home office is also an option for two days per week.
• Be part of of our regular Team events (boot trips, bowling etc).
• Enjoy benefits like an Urban Sports Club membership.

We value diversity and are committed to creating an inclusive environment for all employees. If you're passionate about making a difference and eager to learn, we'd love to hear from you - even if you don't meet every requirement.

And one more thing: We’re not just building an AI product, we’re building an AI company. From the way we think about processes to how we grow teams and shape our culture – AI is at the core of how we operate.