Customer Success Manager (F/M/D) - ALLPLAN Germany

NEMETSCHEK AG; München; Hybrid; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

ALLPLAN in Germany (Munich, hybrid) seeks a Customer Success Manager to nurture long-term relationships with an international client base in the AEC space. The role focuses on ensuring high satisfaction, sustainable product adoption and revenue growth through renewals and expansions.

You will onboard, enable, and drive adoption of our 3D BIM software, monitor health metrics, coordinate with Sales, Support, Product and Engineering to meet customer goals and deliver business value.

Qualifikationen

• Several years in a customer-facing role in SaaS or equivalent.
• Solid understanding of customer success or SaaS account processes.
• Technical affinity for CAD/BIM or similar design tools.

Aufgaben

• Own post-sale lifecycle: onboarding, enablement, adoption, renewal.
• Plan and deliver onboarding programs, training sessions and enablement.
• Drive usage and value of 3D BIM software solutions.
• Monitor account health, usage data and risk indicators with actions.
• Support renewals and identify expansion/cross‑sell potential.
• Coordinate with Sales, Support, Product and Engineering on goals.
• Escalate customer issues and ensure timely resolutions.
• Maintain documentation, forecasts and reporting for portfolio.
• Capture and relay customer feedback for improvements.

Kenntnisse

Customer-facing experience

SaaS account management

English proficiency

German proficiency

Cross-functional collaboration

Renewals & upsell

CAD/BIM awareness

Tools

CAD/BIM software

Jobbeschreibung

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Customer Success Manager (F/M/D) - ALLPLAN

CUSTOMER SUCCESS MANAGER (F/M/D) - ALLPLAN

Location: Germany, Munich (office or hybrid) or Remote Germany

OVERVIEW

ALLPLAN is a global provider of BIM design software for the AEC industry. True to our “Design to Build” claim, we cover the entire process from the first concept to final detailed design for the construction site and for prefabrication. Allplan users create deliverables of the highest quality and level of detail thanks to lean workflows. ALLPLAN offers powerful integrated cloud technology to support interdisciplinary collaboration on building and civil engineering projects. Around the world over 600 dedicated employees continue to write the ALLPLAN success story. Headquartered in Munich, Germany, ALLPLAN is part of the Nemetschek Group which is a pioneer for digital transformation in the construction sector.

The Customer Success Manager is responsible for building and maintaining strong, long‑term relationships with an assigned portfolio of international customers in the architecture, engineering, and construction space. The role ensures high customer satisfaction, sustainable product adoption, and commercial success through renewals, expansion, and cross‑sell across the customer base.

TASKS

• Own the post‑sale customer lifecycle, including onboarding, enablement, adoption, and renewal.
• Plan and deliver onboarding programs, training sessions, and enablement activities.
• Drive usage and business value of the company’s 3D BIM software solutions.
• Monitor account health, usage data, and risk indicators, and define appropriate actions.
• Support renewal processes and identify expansion and cross‑sell potential.
• Work closely with Sales, Support, Product, and Engineering on shared customer goals.
• Handle and, where needed, escalate customer issues, coordinating timely resolution.
• Maintain accurate documentation, forecasts, and reporting for the customer portfolio.
• Capture, structure, and relay customer feedback to support continuous product and process improvement.

PROFESSIONAL REQUIREMENTS

• Several years of experience in a customer‑facing role (e.g. Customer Success, Account Management, Sales, Customer Service, Technical Support).
• Solid understanding of Customer Success or comparable SaaS‑related account processes.
• Technical affinity and understanding of CAD, BIM, or similar design and planning software.
• Industry experience in AEC/O is an advantage.
• Experience working with international customers and cross‑functional teams.
• Very good written and spoken English and German.

SOFT SKILLS

• Strong communication skills and confident, professional presence.
• Analytical and solution‑oriented way of working.
• High level of self‑motivation, ownership, and reliability.
• Strong organizational and prioritization skills.
• Ability to build trust and long‑term, strategic relationships with key stakeholders.