Customer Success Specialist (German Native Speaker)

About Graitec Group

Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we've tripled our revenue in just five years.

Our North Star is clear - accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers.

Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry.

At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together.

How we work: Growth, Agility, Innovation, Responsibility
How we behave: Ambition, Engagement, One Graitec, Positive Energy
Learn more about the Graitec Group: graitec-group.com/graitec-a-global-player

Overview

The Customer Success Specialist (CSS) - German Native 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

Responsibilities

• 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

Qualifications

• 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

Interview Process

At Graitec, we're proud to foster a diverse and inclusive workplace.

We value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role.

Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers.

• Application - Submit your CV and application via Graitec Careers.
• HR Screening - An initial "get to know you" discussion.
• Hiring Manager Interview - Role-specific discussion with the manager.
• Peer / Stakeholder Interview - May include a presentation or collaborative exercise.
• Final Interview - Conversation with the Business Unit Leader