Customer Success Manager - German speaking

LumApps SAS; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

26 days annual leave

Private medical insurance

Creative allowance

Top-tier equipment

Team social life

Job summary

LumApps is seeking a German-speaking Customer Success Manager for our Krakow hub. You will own the DACH portfolio, build relationships with HR, IT, and Comms, and deliver contractual value through Success Planning and business reviews.

With 1–3 years in B2B SaaS CS, you’ll execute data-driven playbooks, monitor health indicators in Planhat, and drive ARR expansion while localizing webinars and templates for German-speaking clients.

Qualifications

• 1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations within a B2B SaaS environment.
• Native or bilingual proficiency in written and spoken German is required, along with fluent English.
• Execution & Process mindset with structured operational procedures and feedback for templates/workflows.
• Tech-savvy with SaaS tools and data-driven dashboards.
• Excellent communication for hosting webinars and presentations.

Responsibilities

• Act as the dedicated CS lead for DACH clients purchasing Success Services and manage stakeholder relationships (HR, Comms, IT).
• Deploy time-bound commando playbooks to secure ARR or unlock expansion when churn risk or growth signals appear.
• Identify cross-sell and up-sell opportunities and generate CS-qualified leads for Account Managers.
• Host localized webinars and tailor regional communication templates for German-speaking clients.

Skills

German proficiency

English fluency

Communication

Process mindset

Tools

Planhat

Zendesk

Pendo

Job description

About LumApps

LumApps is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and employees. Our platform is a proven leader in this dynamic market with a unique vision and product. It has been deployed by Fortune 500 clients worldwide and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and is regularly selected for the French Tech Next40/120 program.

Strategic Expansion: LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Over the past year, backed by our shareholder Bridgepoint, we have been driving an ambitious phase in our journey to become the clear global leader in our market. With over 600 Lumies across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support enterprise clients around the world.

The Team & The Role

Following the recent merger of our platforms (LumApps & Beekeeper), our Global Scale Team is undergoing an exciting transformation. We manage a large, high-potential pool of SMB customers through a modern, data-driven, and highly automated digital-first approach.

We are looking for our 6th CSM in the Value Squad. You will act as the strategic Business Owner for our German-speaking portfolio.

Your Missions

• DACH Business Ownership & Portfolio Management: Act as the dedicated CS lead for DACH clients purchasing Success Services. Build strong relationships with key customer stakeholders (HR, Comms, IT) and deliver contractual value (Success Planning, Business Reviews).

• Execute Targeted GMD Playbooks (Grow, Maintain, Defend): Leverage automated health indicators in Planhat (WAU trends, Health Scores). When a DACH account triggers a Defend signal (churn risk) or a Grow signal (expansion potential), you will deploy time-bound "commando" playbooks to secure ARR or unlock expansion.

• Revenue Expansion : Identify cross-sell and up-sell opportunities. Generate Customer Success Qualified Leads (CSQLs) for Account Managers.

• DACH Market Customization & 1-to-Many Touchpoints: Ensure regional relevance for German-speaking clients by hosting localized webinars and shaping regional communication templates.

What We Are Looking For

• Experience: 1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations within a B2B SaaS environment.

• Language Mastery: Native or Bilingual proficiency in written and spoken German is required, along with fluent English.

• Execution & Process Mindset: You excel at following structured operational procedures, executing with rigor and consistency, and providing constructive feedback to improve templates and workflows.

• Tech Fluency: Tech-savvy and comfortable navigating modern SaaS tools (e.g., Planhat, Zendesk, Pendo) and data-driven dashboards.

• Communication Skills: Clear, engaging communicator who feels confident hosting online webinars or 1-to-many presentations for customer groups.

Bonus Points

• Fluency in Swiss German is a massive advantage to engage with our client base in Switzerland.

• Familiarity with AI tools (Gemini, Gemini Notebook, Workspace Studio) for drafting or reviewing customer communications.

• Experience in hosting webinars or delivering online presentations.

• Impact & Continuous Improvement: You are excited to join a fast-paced Scale team where your daily field insights and feedback will directly help refine our operational playbooks.

Why You’ll Love Working at LumApps (Krakow Hub)

We offer a collaborative environment where you will gain strong exposure to modern SaaS CS operations:

• Hybrid work model (2 days/week at our Krakow office, flexible WFH policy)

• 26 days of paid annual leave

• Private medical insurance (fully covered for you, partial coverage for family members)

• Creative allowance & professional development support

• Top-tier equipment setup

• Active team social life: Afterworks, team celebrations & seasonal parties

LumApps is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.