Product Customer Success Manager (AI)

TL;DR

Product Customer Success Manager (Conversational AI): Bridging the gap between platform capability and customer value realisation for the Cognigy platform with an accent on technical enablement and solution design. Focus on optimizing conversational AI solutions, advising on generative/agentic AI patterns, and channeling field feedback to Product and Engineering teams.

Location: Germany - Berlin

Company

A global leader in AI-first CX platforms, providing enterprise-ready Generative and Conversational AI solutions for thousands of businesses worldwide.

What you will do

• Serve as the primary regional technical expert for the Cognigy platform, providing authoritative guidance on architecture and best practices.
• Support Customer Success Managers with solution design, product functionality, and technical demos to ensure customer value realisation.
• Advise customers on Conversational AI best practices, including intent modelling, flow orchestration, and generative/agentic AI application patterns.
• Collaborate with Product and Engineering teams as the voice of the customer to surface systemic platform challenges and product gaps.
• Assess the technical health of accounts to proactively identify risks or adoption gaps.
• Provide high-level guidance on integrations with CCaaS, CRM, and backend enterprise systems.

Requirements

• 3–5 years of experience in a technical customer-facing role (Technical CSM, Solutions Consultant, or Implementation Consultant) within Conversational AI or enterprise SaaS.
• Strong understanding of Conversational AI fundamentals, including Generative AI, LLM-based systems, and agentic orchestration patterns.
• Hands-on proficiency with the Cognigy.AI platform or a directly comparable enterprise Conversational AI platform.
• Solid understanding of contact centre operations and customer service workflows.
• Ability to analyze conversational behaviour and explain technical concepts clearly to non-technical stakeholders.
• Must be based in or able to work from Berlin, Germany.

hirify.global-to-have">hirify.global to have

• Deep hands-on experience with Cognigy.AI NLU configuration and platform analytics.
• Experience running use-case innovation or platform discovery sessions (e.g., design sprints, workshops) with enterprise customers.
• Experience working with voice automation and CCaaS integrations, specifically hirify.global CXone.
• A background in Professional Services or pre-sales solution consulting.

Culture & Benefits

• Opportunity to work at the forefront of enterprise conversational AI and generative AI innovation.
• High-impact role influencing customer outcomes across a large regional portfolio.
• Fast-paced, collaborative, and creative work environment within a market-leading global company.
• Extensive internal career growth opportunities across multiple roles and disciplines.
• Close collaboration with global Product and Engineering teams.