Customer Success Specialist II

Shure DACH; Verwaltungsgemeinschaft Eppingen; On-site; EUR 50,000 - 80,000; Full time

Job summary

Shure seeks a Specialist II, Customer Success in Germany to guide B2B end users through their lifecycle, resolve cases, and identify opportunities for broader adoption of Conferencing & Collaboration, Software, and Professional Audio solutions. You will collaborate with Market Development, Sales, Marketing, Product Management, and Support teams to ensure a positive customer experience.

The role requires 2–5 years in Customer Experience or related fields, fluent German and English, Salesforce

Qualifications

• Commercial apprenticeship, business administration qualification, or an equivalent mix of education and experience.
• 2–5 years in Customer Experience, Customer Service, Inside Sales, or a comparable customer-facing role.
• Experience supporting B2B customers preferred.

Responsibilities

• Own customer cases from initial contact through resolution, ensuring documentation and timely follow-up.
• Deliver first-line support for B2B end-user inquiries across channels.
• Maintain accurate data in Salesforce and related systems.
• Proactively engage customers to drive adoption and long-term success with Shure solutions.

Skills

Fluent German and English

Education

Commercial apprenticeship or business administration qualification

Tools

Salesforce CRM

Copilot in Microsoft 365

Excel

Outlook

PowerPoint

Teams

Job description

Our products are heard by millions. Our customers are heard by you. Every day, Shure microphones and conferencing systems power meetings, lectures, broadcasts, and concerts across Europe. Behind every one of those customers is someone making sure they get the most out of their solution — and that's where you come into the picture. As Specialist II, Customer Success, you're the voice our B2B end users hear and the advocate they need inside Shure. You'll guide customers through their entire lifecycle: helping them adopt our Conferencing & Collaboration, Software, and Professional Audio solutions, solving their cases, spotting the next opportunity, and making sure their experience is spot on. You'll work hand in hand with Market Development, Sales, Sales Support, Application Support, Marketing, and the wider Customer Experience family. If you like variety, ownership, and a team that genuinely cares about making every conversation with a customer helpful and positive — keep reading.

Responsibilities

What You'll Do

• Own customer cases from initial contact through resolution, ensuring accurate documentation, timely follow-up, and effective routing or escalation where needed.
• Deliver responsive first-line support for B2B end-user inquiries, whether written or verbal, across all customer communication channels.
• Support Market Development with lead follow-up, opportunity administration, and pipeline activities in Salesforce.
• Maintain accurate and reliable customer, lead, account, and opportunity data to support effective collaboration and reporting.
• Proactively engage B2B end users throughout their customer journey to drive adoption, utilization, and long-term success with Shure solutions.
• Collaborate across Market Development, Sales, Marketing, Product Management, Application Support, and Customer Experience to support customer-facing programs and shared goals.
• Build lasting customer relationships through thoughtful follow-up and by identifying opportunities to improve satisfaction and engagement.
• Turn customer feedback and insights into action by sharing them with relevant teams and identifying opportunities to improve processes, tools, and the overall customer experience.

Qualifications

• Commercial apprenticeship, business administration qualification, or an equivalent mix of education and experience
• 2–5 years in Customer Experience, Customer Service, Inside Sales, or a comparable customer-facing role
• Experience supporting B2B customers preferred
• Background in technology, AV, Unified Communications, Professional Audio, or related industries would be beneficial
• Hands-on experience with Salesforce CRM (or a comparable platform) and case management systems
• Strong Microsoft Office skills — especially Copilot, Excel, Outlook, PowerPoint, and Teams
• Solid reporting, analytical, and data management capabilities
• Fluent German and English; further European languages are a plus

PAY TRANSPARENCY

Shure offers a competitive compensation structure that is reviewed annually to attract, hire, and retain the industry’s top talent. Salaries vary based on qualifications, location, experience, and expertise in each respective discipline. The range displayed on each job posting reflects the minimum and maximum salary for the opportunity. The salary for this position ranges fro m Euro 50.000 to Euro 80.000. If y our salary expectations do not align, still apply as we might be flexible on the seniority of posted positions. All positions also include a comprehensive benefits package.

Who We Are

Shure’s mission is to be the most trusted audio brand worldwide – and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn’t stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all. Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia. Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence.

THE MIX MATTERS

Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you’re excited about this role, believe you’ve got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply!