Customer Success Manager (DE)

POSITIONS' GOAL

To strengthen our Customer Success team, we are looking for a Customer Success Manager (m/f/d) who will manage and grow an international portfolio of customers in the architecture, engineering, and construction environment. In this role, you guide customers through the entire post-sales lifecycle, increase adoption of our 3D BIM software solutions, and actively drive renewals, expansion, and cross-sell opportunities.

TASKS

• Manage the full customer lifecycle from onboarding and training through adoption, value realization, and renewal.

• Conduct regular check-ins, product demos, and business reviews with your accounts.

• Drive customer engagement, usage, and satisfaction for our BIM solutions.

• Identify churn risks early and implement appropriate retention actions.

• Identify upsell, cross-sell, and expansion opportunities in close collaboration with Sales.

• Coordinate and follow up on customer issues together with Support, Product, and other internal teams.

• Maintain accurate forecasts and report on the status and development of your accounts.

• Collect structured customer feedback and share it with internal stakeholders.

PROFESSIONAL REQUIREMENTS

• 3+ years' experience in a customer facing role, ideally in Customer Success; alternatively in Sales, Account Management, Customer Service, or Technical Support.

• Experience in a B2B SaaS environment is a plus.

• Industry knowledge in AEC/O and/or experience with CAD/BIM or similar software is an advantage.

• Ideally, product knowledge of ALLPLAN, SDS2, SCIA and/or FRILO.

• Excellent communication and presentation skills.

• Strong organizational skills and experience with forecasting and pipeline management.

• Very good written and spoken English.

SOFT SKILLS

• Strong customer focus and empathy.

• Excellent relationship building skills and the ability to influence without authority.

• Solution oriented mindset and high sense of ownership.

• Team player who collaborates effectively with different stakeholders.

• Resilience and ability to manage multiple priorities in parallel.

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