Job Description
YOUR MISSION:
Parloa is transforming customer experience through Agentic AI. As we scale our Enterprise business in the United States, we are strengthening our leadership structure to ensure consistent execution, measurable customer impact, and sustainable growth.
As Team Lead, Enterprise Customer Engagement, you will:
- Directly manage and develop Enterprise Engagement Managers
- Own team-level performance metrics tied to retention and growth
- Support complex enterprise accounts as a senior escalation point
- Contribute to scalable processes and operational excellence
This is not a purely strategic or administrative leadership role. You will be actively involved in coaching, reviewing account strategy, supporting executive conversations, and ensuring consistent performance across your team.
IN THIS ROLE YOU WILL:
Team Leadership & Performance Management
- Directly manage, coach, and develop a team of Enterprise Engagement Managers
- Conduct regular 1:1 meetings, performance evaluations, and structured development planning
- Review account strategies, success plans, and executive business review materials
- Provide hands-on coaching on stakeholder management, value communication, and expansion strategy
- Set clear performance expectations and manage accountability across the team
- Address performance gaps constructively and recognize strong performance
KPI Ownership & Revenue Impact
Own team-level performance metrics, including:
- Net Revenue Retention (NRR)
- Gross Retention
- Expansion contribution
- Adoption and usage health indicators
Partner with Sales leadership to support renewal and expansion forecasting
Ensure expansion opportunities are identified and progressed appropriately
Monitor risk signals and proactively drive mitigation strategies
Enterprise Escalation & Strategic Oversight
- Serve as an escalation point for complex customer situations
- Engage directly with senior stakeholders when additional leadership support is required
- Support high-impact renewals and strategic account transitions
- Guide the team through multi-stakeholder enterprise environments
Operational Excellence & Cross-Functional Collaboration
- Refine and standardize engagement playbooks and best practices
- Partner cross-functionally with Sales, Professional Services, Product, and Engineering
- Support feedback loops that inform product and service improvements
- Contribute to scalable processes that enable growth across the US Enterprise segment
IN SUMMARY:
Lead and directly manage a team of Enterprise Engagement Managers while owning team performance across adoption, retention, expansion, and enterprise delivery excellence.
This is a hands-on leadership role responsible for both customer outcomes and people development across Parloa’s US Enterprise segment.
WHAT YOU WILL BRING TO THE TABLE:
- 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or a related customer-facing role within SaaS or enterprise technology
- 2+ years of experience directly managing and developing individual contributors
- Experience supporting enterprise accounts with multiple stakeholders and complex implementations
- Demonstrated ownership of retention and expansion outcomes
- Ability to influence senior stakeholders, including Director, VP, and executive-level leaders
- Strong organizational, communication, and coaching skills
Nice To Have
- Experience in AI, automation, customer experience platforms, or enterprise software
- Experience scaling or formalizing Customer Success processes
- Experience navigating complex customer escalations
WHAT’S IN IT FOR YOU?
- Join a diverse team of 40+ nationalities with flat hierarchies and a collaborative company culture.
- The opportunity to join a rapidly growing Conversational AI startup with offices in Berlin, New York, and Munich.
- Enjoy an immersive onboarding experience, where you’ll have the chance to delve into the Parloa product and immerse yourself in our dynamic company culture.
- Hybrid work environment - we believe in hiring the best talent, no matter where they are based. However, we love to build real connections and want to welcome everyone in the office on certain days.
- Attractive compensation package with equity.
- Training and development budget which can be used for conferences and attending development courses to ensure continuous professional growth.
- Flexible working hours, Unlimited PTO and travel opportunities.
- Regular team events, game nights, and other social activities.
- A beautiful office with flair in the heart of NYC with all the conveniences, such as social area, snacks, and drinks.
Your recruiting process at Parloa:
Recruiter video call → Meet your manager → Case Study → Leadership Assessment → Bar Raiser
Salary Range: $147,000 - $168,000 OTE + Equity
Salary Range
$147,000—$168,000 USD
Why Parloa?
Parloa is one of the fastest growing startups in the world of Generative AI and customer service. Parloa’s voice-first GenAI platform for contact centers is built on the best AI technology to automate customer service with natural-sounding conversations for outstanding experiences on all communication channels. Leveraging natural language processing (NLP) and machine learning, Parloa creates intelligent phone and chat solutions for businesses that turn contact centers into value centers by boosting customer service efficiency. The Parloa platform resolves the majority of customer queries quickly and automatically, allowing human agents to focus on complex issues and relationships. Parloa was founded in 2018 by Malte Kosub and Stefan Ostwald and today employs over 400+ people in Berlin, Munich, and New York.
When you join Parloa, you become part of a dynamic and innovative team made up of over 34 nationalities that’s revolutionizing an entire industry. We’re passionate about growing together and creating opportunities for personal and professional development. With our recent $350 million Series D investment, we’re expanding globally and looking for talented individuals to join us on this exciting journey.
Do you have questions about Parloa, the role, or our team before you apply? Please feel free to get in touch with our Hiring Team.
Parloa is committed to upholding the highest data protection standards for our clients’ and employees’ data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information.
Parloa is an e-verify employer in the USA. Please click here to learn more.
\* We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.
