Customer Success Manager (f/m/d)

Thinkproject; Województwo mazowieckie; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working

Work from abroad

Flexible working hours

Language courses

Great learning opportunities

Headspace access

Women's Network

Corporate volunteering

Social events

Job summary

Thinkproject is seeking a Customer Success Manager (f/m/d) based within Support to own the ongoing success of an assigned portfolio of named customers after implementation. You will build trusted relationships, drive adoption and measurable value, monitor customer health, and coordinate with Support and internal teams to resolve risks.

As the customer's primary success contact, you will ensure clear communication, conduct proactive service reviews, and lead structured follow-ups across the

Qualifications

• 5-8 years of relevant experience in SaaS customer success, application support, account management, implementation, or service delivery.
• Experience managing ongoing relationships, priorities, risks, and success outcomes across enterprise customers.
• Ability to work effectively with distributed teams and customers across remote and hybrid environments.

Responsibilities

• Own the ongoing success relationship for an assigned portfolio of named customers and act as their primary point of contact within Support.
• Coordinate onboarding and service transitions from implementation to ongoing support, ensuring objectives and risks are clearly handed over.
• Agree objectives, expected outcomes, success measures, priorities, and joint action plans, with structured follow-up throughout the lifecycle.
• Monitor adoption and value realization, identify gaps, and coordinate enablement activities to deliver measurable value.
• Monitor customer health, service performance, and satisfaction to identify risks and opportunities early.
• Coordinate with Support to prioritise, own, track, and communicate customer cases in line with SLAs.
• Lead service reviews and reporting on outcomes, adoption, and actions.

Skills

Customer success

Account management

SaaS knowledge

Remote collaboration

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Job description

Introducing Thinkproject PlatformPioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.

What do we do?

Introducing Thinkproject PlatformPioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies.

By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.

What your day will look like

Mission

The Customer Success Manager (f/m/d) is based within Support and owns the ongoing success of an assigned portfolio of named customers after implementation. The role builds trusted customer relationships, drives adoption and measurable value, monitors customer health, and coordinates Support and internal teams to resolve risks and issues. Acting as the customer's primary success contact, the role ensures clear communication, proactive service reviews, and structured follow-up across the customer lifecycle.

Main Responsibilities

• Assigned Customer Ownership: Own the ongoing success relationship for an assigned portfolio of named customers and act as their primary point of contact within Support.
• Onboarding and Service Transition: Coordinate the transition from implementation to ongoing support, ensuring customer objectives, solution context, stakeholders, risks, and open actions are clearly handed over.
• Customer Success Planning: Agree customer objectives, expected outcomes, success measures, priorities, and joint action plans, and maintain structured follow-up throughout the customer lifecycle.
• Adoption and Value Realisation: Monitor solution adoption, identify usage gaps and relevant use cases, and coordinate enablement activities that help customers realise measurable value.
• Customer Health Management: Monitor engagement, adoption, service performance, support trends, satisfaction, and stakeholder sentiment to identify risks and opportunities early.
• Support Coordination: Work closely with Support teams to ensure customer cases are correctly prioritised, owned, tracked, and communicated in line with agreed service levels.
• Escalation Management: Coordinate customer escalations with complete information, clear ownership, agreed actions, realistic timelines, and regular stakeholder updates through resolution.
• Service Reviews and Reporting: Prepare and lead regular customer service and success reviews covering agreed outcomes, adoption, support performance, open risks, priorities, and actions.
• Stakeholder Engagement: Build trusted relationships with operational, technical, and senior customer stakeholders and maintain effective communication across internal teams.
• Retention and Growth Support: Identify renewal risks and potential growth opportunities early and collaborate with Account Management and Sales while maintaining clear ownership boundaries.
• Voice of the Customer: Capture customer feedback, document recurring needs and issues, and coordinate follow-up with Product, Services, Support, and other relevant teams.
• AI Enabled Working: Use approved AI tools to improve productivity, analysis, problem solving, and documentation, and critically review AI-generated outputs for accuracy, relevance, and completeness.

What you need to fulfill the role

Languages

• English: Professional fluency in written and spoken English is mandatory.
• German: Professional German language skills are an advantage.

Experience And Qualifications

• Education: Completed higher education, or an equivalent qualification or level of professional experience, in business, technology, customer success, service management, or a related field.
• Experience: Experienced professional with 5-8 years of relevant experience in SaaS customer success, application support, account management, implementation, or service delivery.
• Customer Portfolio Management: Proven experience managing ongoing relationships, priorities, risks, and success outcomes across an assigned portfolio of enterprise customers.
• Remote and Hybrid Collaboration: Ability to work effectively with distributed teams and customers across remote and hybrid environments.

Technical Requirements

• Enterprise SaaS Environments: Experience working with SaaS applications in complex customer environments.
• Application Support: Experience providing technical or functional support for SaaS and enterprise applications.
• Incident Management: Understanding of incident prioritisation, investigation, resolution and escalation.
• Ticketing Systems: Experience using service management and ticketing platforms.
• Service Level Management: Understanding of SLAs, response targets and resolution targets.
• Technical Escalation: Ability to escal…
• ConTech Domain Knowledge: Understanding of digital processes across construction, engineering, infrastructure and asset lifecycles.
• AI Literacy and Responsible Use: Understanding of AI capabilities, limitations, data protection, and responsible use of approved AI tools.

Soft Skills

• Customer Focus: Understands customer goals and consistently prioritises actions that improve customer outcomes, adoption, and long-term value.
• Ownership and Accountability: Takes responsibility for customer follow-up, maintains clear actions and commitments, and drives topics through to resolution.
• Relationship Building: Builds trust and credibility with operational, technical, and senior stakeholders across diverse customer organisations.
• Clear Communication: Communicates service, product, and technical information clearly and adapts messages to technical and non-technical audiences.
• Proactive Problem Solving: Identifies risks early, structures incomplete information, and coordinates pragmatic solutions across customers and internal teams.

What we offer

• Hybrid working
• Work from abroad
• Flexible working hours
• Language courses
• Great learning opportunities
• Headspace access
• Women's Network
• Corporate volunteering
• Social events

We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.

Your Contact

Viviana Baltag

Working at thinkproject.com – think career. think ahead.