Customer Success Manager - German speaking

Atlas Metrics; 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

Equipment provided

Team social events

Job summary

LumApps Krakow is seeking a German-speaking Customer Success Manager to own the DACH portfolio within our Global Scale Team. You will manage SMB and mid-market clients, drive health-based playbooks, and coordinate with HR, IT, and ops to secure value.

This role emphasizes data-driven decisions, webinars, and regional customization, with a hybrid work setup two days in Krakow. Strong German and English, plus 1–3 years SaaS CS experience, are essential.

Qualifications

• 1 to 3 years of experience in Customer Success or related roles in B2B SaaS.
• Native German, fluent English.
• Structured, process-oriented with rigorous execution.
• Tech-savvy with SaaS tools and data dashboards.
• Strong presentation and webinar hosting skills.

Responsibilities

• Own the DACH client portfolio and build relationships with HR, IT, and communications stakeholders.
• Execute Grow/Maintain/Defend playbooks using health indicators from Planhat and respond to churn or expansion signals.
• Identify cross-sell opportunities and generate CSQ leads for Account Managers.
• Host localized webinars and craft regional communication templates for the German-speaking market.

Skills

German language

English language

Process mindset

Tech fluency

Communication skills

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)

• 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.