Customer Success Manager

ALLPLAN; Deutschland; On-site; EUR 60,000 - 90,000; Full time

Job summary

ALLPLAN in Germany is seeking a Customer Success Manager (m/f/d) to manage an international portfolio in the architecture, engineering and construction sector. You guide customers through the post‑sales lifecycle, increase adoption of 3D BIM software, and drive renewals, expansion and cross‑sell opportunities.

You will conduct regular check-ins, product demos and business reviews, coordinate with Sales, Support and Product, and maintain accurate forecasts.

Qualifications

• 3+ years in a customer-facing role, ideally in Customer Success; other related roles accepted.
• Experience in a B2B SaaS environment is a plus.
• Industry knowledge in AEC/O or CAD/BIM is advantageous.

Responsibilities

• Manage the full customer lifecycle from onboarding through adoption, renewal and expansion.
• Conduct regular check-ins, product demos, and business reviews with accounts.
• Drive engagement, usage and satisfaction for ALLPLAN BIM solutions.
• Identify churn risks early and implement retention actions.
• Spot upsell and cross-sell opportunities in collaboration with Sales.
• Coordinate with Support, Product and internal teams to resolve issues.
• Maintain forecasts and report on the status and development of accounts.
• Collect customer feedback and share it with stakeholders.

Skills

Customer success

Communication skills

Forecasting & pipeline

Job description

POSITIONS’ GOAL

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 is an advantage.
• 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 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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