Customer Success Manager (m/f/d) Digital Solutions

Customer Success Manager (m/f/d) Digital Solutions

Company: Vaillant GmbH | Location: Remscheid | Country: Germany

We take care of a better climate. In every home and our environment. As a successful family business, we have been living up to this claim for over 150 years. We are one of the world\’s leading providers of heat pumps, digital services and efficient gas heating appliances and offer energy-saving solutions.
You will find sustainability everywhere at the Vaillant Group. In the office, at the production sites and on the road. Around 16,000 employees from over 70 countries are committed to this every day. As an international team, we take responsibility – for our future and that of our planet. We promote your personal development so that you can act with passion and together we can ensure a better climate.
Become part of the Vaillant Group and help us shape the future of heating!

In our team, we enhance productivity and customer satisfaction with a digital operating system myVaillant Pro Service, offering innovative solutions for remote heating system monitoring, transforming service operations and boosting partner loyalty.

• In this role you will drive continuous improvement in customer success for our digital solutions, focusing on usage, satisfaction, and stakeholder management.
• You will manage product rollouts and ongoing releases, sharing best practices and identifying growth blockers to escalate, while orchestrating customer touchpoints to ensure seamless experiences.
• Ensuring product content is up-to-date and regionally adapted will be part of your role, working closely with central and regional stakeholders to align strategies.
• You will conduct customer research to gather insights, monitor regional adoption rates, and support marketing and sales efforts to enhance product performance.
• Analyzing and reporting on user feedback, you will implement measures to continuously improve the user experience and drive customer journey excellence.
• You will co-manage incident management processes, collaborating with regional teams to address feedback effectively and maintain high satisfaction levels.

• Qualification: You hold a Bachelor\’s degree in Business, Management, Marketing, Sales, or a related field.
• Experience: You bring at least 8 years of experience in a customer-centric role in a challenging environment.
• Know-how and skills: Your expertise includes managing customer success for digital solutions rolled out internationally across groups.
• Nice to Have: Experience in a service environment is a big plus.
• Personality: You excel in managing complex stakeholder setups with diverse requirements and priorities; your excellent communication skills go alongside your creativity.
• Language Skills: You speak English fluently; German is a plus.

• Hybrid work: We offer our employees the opportunity to work on a mobile basis; in addition, they can work up to 30 days a year from a country in the European Union.
• Onboarding: Our clearly structured onboarding process, including an onboarding App, enables us to integrate new employees into Vaillant Group quickly and in a targeted manner.
• Salary: We offer an attractive remuneration package in accordance with the NRW IG Metall collective wage agreement, including vacation pay and Christmas bonus, all based on a 35-hour week.
• Health management: We offer comprehensive preventive health counseling and measures.
• Individual development: Our development programs GROW, EVOLVE, LEAD and EXCEL prepare you for the next step in your career.
• Long-term account: Save up vacation days or parts of your salary and convert them easily into time – for more flexibility in your personal life planning.