Customer Success Manager

Do you want to work at the intersection of cutting-edge technology and workplace safety, ensuring every employee returns home safely every day? Are you excited by the challenge of helping industrial companies deploy, adopt, and scale AI-powered safety solutions in complex real-world environments? Join Buddywise!

About Buddywise

Buddywise is a leading AI-native workplace safety system that helps industrial companies prevent workplace accidents. Built on real-time video analytics, we enable HSE teams to detect, prioritize, and resolve safety risks through AI-powered insights and actions. Our customers operate in complex industrial environments where safety, operational reliability, and adoption matter more than software features alone.

We're a small, fast-moving team working at the intersection of AI and workplace safety. If you thrive in a high-ownership environment and want to help industrial companies create safer workplaces, Buddywise is the place for you.

The Role

As our Customer Success Manager, you will own a portfolio of customers from onboarding through adoption, renewal, and growth. You will work closely with Product, Engineering and Sales while directly engaging with customer stakeholders across multiple industries and geographies.

Your goal is to help customers realize value from Buddywise, build long-term partnerships, and support the successful expansion of Buddywise across their operations.

What You'll Do

• Own a portfolio of customers from onboarding through ongoing success, adoption, renewal, and growth.

• Act as the main point of contact for customers, building trusted relationships and ensuring they achieve value from Buddywise.

• Drive onboarding, customer projects, and follow-up actions across Product, Engineering, Finance, and Sales.

• Monitor customer health, identify risks and opportunities early, remove blockers, and keep customers informed and aligned.

• Partner with Sales on renewals and expansion opportunities, helping customers scale Buddywise across additional sites and use cases.

• Gather customer feedback and help improve how we deliver Customer Success as we grow, including processes, documentation, and ways of working.

What Success Looks Like

Success in this role is measured by customer adoption, value realization, retention, expansion, and the quality of the customer experience we deliver.

• Customers trust you because you follow through on commitments, communicate clearly, and create a positive customer experience.

• New customers are onboarded quickly and smoothly, with clear ownership, momentum, and alignment across all stakeholders.

• Customers actively adopt Buddywise and realize measurable value from the platform across their operations.

• Customers continue to renew and expand their use of Buddywise across additional sites, use cases, and deployments.

• Customer insights, feedback, and operational learnings are captured and used to continuously improve how Buddywise serves customers.

What We're Looking For

Must-Haves

• Experience in Customer Success, Account Management, Customer Operations, Consulting, Implementation, or a similar customer-facing role.

• Strong customer orientation, with the ability to build trusted relationships and understand customer needs, goals, and challenges.

• Ability to drive customer adoption, value realization, retention, and growth through proactive engagement and problem solving.

• Strong organizational and project management skills, with the ability to manage multiple customers and priorities simultaneously.

• Excellent written and verbal communication skills.

• Comfortable working in ambiguity and creating structure where it doesn't yet exist.

• Ability to coordinate and influence cross-functional teams to achieve customer outcomes.

Nice to Have

• Experience working with industrial, manufacturing, construction, logistics, or safety-focused customers.

• Experience in B2B SaaS.

• Experience leading onboarding, implementation, or customer projects.

• Familiarity with CRM systems and customer success tooling.

• Professional working proficiency in one or more European languages is a plus.

Who Will Thrive Here

You'll likely enjoy and succeed in this role if you:

• Take ownership naturally and don't wait for someone else to tell you what to do or how to solve the problem.

• Care deeply about customer outcomes and are willing to go the extra mile to help customers succeed.

• Follow through on commitments and take pride in seeing things through to completion.

• Learn quickly and enjoy becoming an expert in new products, industries, and customer challenges.

• Enjoy building relationships while also driving execution.

• Are comfortable rolling up your sleeves and doing whatever is needed to move customers forward.

This role is based in Berlin and involves regular collaboration with both customers, executive stakeholders and cross-functional teams.

Don't meet every single requirement?

Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. At Buddywise, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Join us and be a part of reshaping industrial safety!