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The Customer Success Specialist (CSS) - German Fluent Speaker, SMB manages a high-volume portfolio of SMB customers and is responsible for customer engagement, renewal execution, adoption and commercial opportunity identification across the customer lifecycle.

This is a scaled, execution-focused Customer Success role. The CSS combines proactive customer outreach, disciplined CRM management and data-led prioritisation to retain customers, increase adoption and identify growth opportunities efficiently.

Renewal Execution & Retention

• Own assigned renewal activities and customer follow-up to support retention and recurring revenue
• Prepare renewal inputs, validate customer information and complete timely follow-up
• Identify renewal risks early, document them in CRM and escalate them through the agreed process

Portfolio Productivity & Execution

• Deliver assigned activity, customer contact and portfolio-management targets
• Meet customer contact, response-time, SLA and CRM compliance expectations
• Prioritise daily workload according to renewal dates, customer risk, campaigns and manager guidance
• Proactively identify and qualify upsell and cross-sell opportunities, creating and maintaining opportunities in CRM in line with the agreed process 

Customer Communication & Collaboration

• Communicate clearly and professionally with customers through phone, email and digital channels
• Collaborate with Sales, Support and Solution teams to resolve needs and progress opportunities
• Take ownership of assigned actions, customer commitments and agreed follow-ups

Customer Adoption & Engagement (Top Tier Customers)

• Help customers realise value from Graitec solutions through onboarding, usage guidance and relevant resources
• Monitor customer health, product usage and engagement signals to prioritise outreach
• Execute scalable onboarding, adoption and customer education campaigns for assigned customers

Process Discipline & Digital Execution

• Follow standardised renewal, engagement and customer lifecycle processes
• Execute assigned playbooks, digital campaigns and automated customer journeys consistently
• Use approved automation and self-service tools, and share improvement ideas with the manager

CRM, Forecasting & Opportunity Management

• Maintain accurate renewal status, customer activity and risk information in CRM
• Create and maintain qualified upsell and cross-sell opportunities in line with the agreed process
• Use portfolio, usage and engagement data to prioritise activity and improve execution

Business KPIs

• Renewal ACV and renewal rate
• Qualified upsell and cross-sell opportunities
• NPS

Operational KPIs

• Productivity and completed activities per CSS
• Customer contacts per day
• Assigned accounts actively managed
• Renewal throughput
• SLA compliance
• CRM data quality
• Pipeline accuracy
• Process adherence

• Experience in a high-volume customer-facing, Customer Success, Renewals, Sales through Service, Customer Service, Contact Centre or BPO environment
• Strong customer communication skills and confidence managing a large number of accounts through phone, email and digital channels
• Demonstrated ability to work against activity, quality, SLA and commercial KPIs
• Strong organisation and prioritisation skills across multiple customers, renewal dates and competing activities
• Comfort using CRM, customer usage data, dashboards and structured playbooks to guide daily actions
• Ability to follow processes consistently, adopt automation and contribute ideas for continuous improvement
• Experience with SaaS, subscription-based, Autodesk, AEC or technology businesses is an advantage
• Strong ownership, resilience, collaboration and professional communication in a target-driven environment

• Fluency in German & English is required 
• KPI-driven executor: Comfortable working to productivity, activity, quality and customer outcome targets
• Scale mindset: Comfortable using repeatable playbooks, campaigns and digital journeys across a large portfolio
• Customer outcome focus: Connects each interaction to retention, adoption, value and commercial opportunity
• Automation friendly: Uses approved tools and automation to work efficiently while maintaining quality