Product Success Manager

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.

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.

• 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