Customer Success Manager - Remote

Overview

Since our founding in 2019, we have quickly become a leading software startup in Berlin. Our app is used by over 70,000 users in 180 countries, and we are just at the beginning of our journey 🦄.

Supported by top investors like Capnamic and 42CAP, we pursue the mission to revolutionize the working world of "Frontline Workers". At Lumiform, we set new standards in the digitization and automation of workflows in the areas of safety, quality, compliance, and operational excellence. Our goal is to replace inefficient manual processes with digital solutions to sustainably increase productivity, safety, and quality.

About the Role:

We are looking for a passionate and motivated person for the role in Customer Success Management, who has an enthusiastic attitude towards software and is interested in helping frontline teams increase their productivity and ensure a safe working environment. You value contact with customers and want to help them achieve operational excellence.

In Short

• Conduct successful onboarding of new users and ensure they quickly reach their individual use case milestones.
• Build a network of customers and maintain long-term relationships with them.
• Lead training and workshops for our customers to ensure they can fully utilize our software.
• Understand the specific requirements and goals of our customers and advise them on best practices in the market.
• Collect feedback from our customers, prepare it, and pass it on to our product team for continuous improvements.
• Proactively identify potential churn risks and develop solution strategies in collaboration.
• Identify upselling opportunities by communicating the value of additional use cases, locations, and collaborations on our platform.
• Create regular reports on the status, satisfaction, and growth of our customers.
• Work closely with the sales, marketing, and product teams to ensure customer needs are met.

Requirements

• You are fluent in German and have business proficiency in English, both written and spoken.
• You have experience in Customer Success, Account Management, or Sales, ideally in a B2B SaaS environment.
• Communication is one of your strengths, and you enjoy proactively reaching out to people.
• You have a solid understanding of technical concepts and the ability to explain them clearly.
• You enjoy solving problems and proactively address challenges to find solutions.
• You think strategically and plan ahead. A practical approach is important to you.
• You are team-oriented.

Benefits

• Modern office in the heart of Berlin-Mitte -- Linienstrasse.
• Investment in your future with an annual learning budget of €500.
• Additional financial incentives: monthly benefits of €50 or Urban Sports Club membership.
• Free refreshments: always free and good coffee, tea, juices, fresh fruit, beer, or wine.
• Flexibility and balance with flexible working hours and home office options.
• Be part of a global adventure in an international, fast-growing SaaS startup.
• You can take on a lot of responsibility.
• An international team with flat hierarchies and open feedback.