Customer Success Manager with English and German

Relyon Recruitment Group; Poland; On-site; PLN 70,000 - 100,000; Full time

Job summary

Relyon Recruitment Group seeks a Customer Success Manager for a multinational client in Poland. You will own day-to-day management of international contracts, ensuring service delivery aligns with client expectations and profitability.

You will coordinate between customers, operations teams and service providers, monitor SLAs/KPIs, and lead escalations. Fluency in English and German is essential to support cross-market growth.

Qualifications

• Experience in contract management, service delivery, facilities management, technical services, operations or a similar environment.
• Proven ability to manage large-scale, multi-site contracts involving multiple locations, countries and stakeholders.
• Understanding of SLA/KPI-driven service environments, including Reactive and Preventive Maintenance.
• Strong commercial awareness with budgets, costs, margins, additional services and contract changes.
• Excellent communication and stakeholder-management skills, with the ability to operate confidently at both operational and management level.
• Structured and proactive approach with the ability to make fast decisions in critical situations.
• Fluent English (C1/C2) and German (C1/C2).

Responsibilities

• Take ownership of day-to-day management and performance of multi-site, international contracts.
• Act as the main point of contact for the client, coordinating communication between customers, operational teams and service providers.
• Monitor SLA, KPI and service quality, identifying and resolving issues before they impact the client.
• Lead critical incidents and escalations, ensuring fast and effective resolution.
• Coordinate new-site mobilisation and contract transitions, ensuring a smooth operational handover.
• Manage contract profitability, budgets and PPM expenditure.
• Identify, scope and price additional works, supporting contract growth and protecting margins.
• Prepare and present management reports and performance reviews for international clients.
• Ensure operational delivery meets contractual obligations and local regulatory requirements across different markets.
• Build and maintain strong, long-term client relationships, acting as a trusted partner and proactively identifying opportunities for improvement.

Skills

Fluent English (C1/C2)

Fluent German (C1/C2)

Stakeholder management

Contract management

Job description

Customer Success Manager with English & German

Location: Poland

The role

For one of our clients we are looking for a Customer Success Manager to take ownership of complex, international service contracts covering a large portfolio of retail locations. You will be responsible for combining operational excellence, commercial performance and strong client relationships, working closely with internal teams and service partners across multiple markets.

Your key responsibilities

• Take ownership of the day-to-day management and performance of multi-site, international contracts.
• Act as the main point of contact for the client, coordinating communication between customers, operational teams and service providers.
• Monitor SLA, KPI and service quality, identifying and resolving issues before they impact the client.
• Lead critical incidents and escalations, ensuring fast and effective resolution.
• Coordinate new-site mobilisation and contract transitions, ensuring a smooth operational handover.
• Manage contract profitability, budgets and PPM (Planned Preventative Maintenance) expenditure.
• Identify, scope and price additional works, supporting contract growth and protecting margins.
• Prepare and present management reports and performance reviews for international clients.
• Ensure operational delivery meets contractual obligations and local regulatory requirements across different markets.
• Build and maintain strong, long-term client relationships, acting as a trusted partner and proactively identifying opportunities for improvement.

What we're looking for

• Experience in contract management, service delivery, facilities management, technical services, operations or a similar environment.
• Proven ability to manage large-scale, multi-site contracts involving multiple locations, countries and stakeholders.
• Practical understanding of SLA/KPI-driven service environments, including Reactive and Preventive Maintenance.
• Strong commercial awareness and experience with budgets, costs, margins, additional services and contract changes.
• Excellent communication and stakeholder-management skills, with the ability to operate confidently at both operational and management level.
• A structured and proactive approach, combined with the ability to make fast decisions in critical situations.
• Fluent English (C1/C2) - must have.
• Fluent German (C1/C2) - must have.

This is an international, high-ownership role combining customer management, operations and commercial responsibility. You will have a direct impact on service quality, client satisfaction and contract profitability, while working with stakeholders across different markets.

If you are confident communicating in both English and German and enjoy taking ownership of complex operations, we would like to hear from you.