Customer Success Manager

• You will be responsible for the full customer lifecycle of your accounts, with a strong focus on onboarding, value, retention, and expansion.
• Lead and coordinate onboarding and implementation for new customers, defining clear success plans with objectives, milestones, and adoption targets.
• Act as the primary point of contact for your customer portfolio, building strong relationships with both business and technical stakeholders at different levels of the organization.
• Monitor product usage, health scores, and engagement metrics; proactively identify risks, define remediation plans, and coordinate with Support, Professional Services, Product, and Sales.
• Translate customer goals and operational data into clear business value for operational leaders, finance stakeholders, and C‑level executives.
• Identify and qualify upsell and cross‑sell opportunities (additional modules, sites, services) in collaboration with Sales, always linking them to measurable outcomes for the customer.
• Maintain accurate and structured account data in CRM and Customer Success tools, including SPICED fields, health metrics, forecasting data, and risk indicators.
• Prepare and present structured reports and account reviews summarizing customer health, adoption progress, risks, renewal outlook, and expansion potential.
• Capture and structure product feedback and customer insights, and share them with Product and Marketing to influence roadmap and go‑to‑market improvements.
• You are a customer‑centric, data‑driven relationship builder who enjoys working at the intersection of technology, business value, and long‑term partnerships.
• Bachelor’s degree in Engineering, IT, Business, or a related field (or equivalent experience).
• 2–4 years of experience in Customer Success or account management in a B2B SaaS environment.
• Experience in PropTech, facility management, energy management, or building operations is a strong plus.
• Proven track record in driving retention and expansion (e.g. reducing churn, increasing adoption, or growing ARR within existing accounts).
• Familiarity with, or strong interest in, the SPICED framework and other modern customer‑centric methodologies.
• Comfortable working with CRM and Customer Success tools, including health scores and structured account data.
• Strong business acumen and the ability to engage with operational, financial, and executive stakeholders.
• Customer‑centric mindset: you focus on understanding customer goals, challenges, and impact metrics to ensure long‑term value realization.
• Strategic and consultative approach: you connect customer objectives with broader business value and translate data, dashboards, and workflows into clear recommendations.
• Strong relationship management: you build and maintain trusted partnerships across different organizational levels.
• Analytical and commercial skills: you interpret usage and financial indicators, identify risks and growth opportunities, and recognize expansion potential in a value‑driven way.
• Excellent communication: you communicate clearly in German and English and feel confident facilitating workshops and QBRs.
• Collaboration & ownership: you work cross‑functionally with Sales, Product, Support, and Professional Services and take proactive ownership with a can‑do attitude.
• Why join Spacewell

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