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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.
- 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 German and 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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Customer Success Manager Germany Arbeitgeber: Nemetschek
ALLPLAN ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in München ein inspirierendes Arbeitsumfeld bietet, das Kreativität und Innovation fördert. Mit einem starken Fokus auf persönliche Entwicklung und Weiterbildungsmöglichkeiten unterstützt ALLPLAN seine Mitarbeiter dabei, ihre Karriereziele zu erreichen, während sie an spannenden Projekten in der BIM-Softwareentwicklung arbeiten. Die offene Unternehmenskultur und die Möglichkeit zur interdisziplinären Zusammenarbeit machen ALLPLAN zu einem attraktiven Ort für alle, die eine sinnvolle und erfüllende berufliche Herausforderung suchen.
