Customer Success Manager with German

Traffit; Wrocław; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

LuxMed private healthcare

Unum life insurance

Multisport card

Language classes - English & German

Remote-friendly with office visits

Job summary

VM.PL in Wrocław is seeking a Customer Success Manager to blend tech, project management, and relationship-building with clients across industries. You will develop cooperation with assigned clients and support the delivery team to ensure high-quality service.

You will build long-term partnerships, identify needs and risks, expand cooperation scope, and drive project profitability while balancing client and internal goals. Remote work with occasional travel to Wrocław and DACH clients is offered.

Qualifications

• Experience working with business clients in customer success, sales, account management, project management, or B2B support.
• Technical understanding of IT projects or a tech background is an advantage.
• Polish, German, and English at a level enabling independent business communication (C1+ preferred).
• Experience building client relationships and identifying business needs.
• Strong communication for negotiations and problem-solving.
• Ability to balance client, team, and project profitability with initiative.

Responsibilities

• Manage relationships with assigned clients and act as VM.PL ambassador.
• Ensure client satisfaction and the quality of delivered services.
• Identify client needs, prepare account plans, and propose new services (nearshoring, consulting, IT delivery).
• Conduct business discussions and negotiate scope and rates.
• Monitor profitability and take action to meet business goals.
• Identify risks, resolve issues, and implement preventive measures.
• Coordinate with project team and ensure smooth information flow.
• Lead regular meetings and support team development.
• Recruit and onboard new team members and assist in salary reviews.
• Update contracts and manage financial settlements with clients.

Skills

Client relationships

Account management

Project management

B2B customer service

German language

English language

Polish language

Negotiation

Entrepreneurial mindset

Team coordination

Job description

VM.PL is an IT company based in Wrocław with over 20 years of experience in the market. We work with clients across various industries, including e-learning, energy, finance, manufacturing, and logistics, delivering projects and developing long-term client partnerships, including in the DACH region. We operate in an international environment, focusing on direct communication, partnership-based relationships, and a high level of autonomy.

We are looking for someone with business experience who wants to combine technical, project management, and relationship-building skills in their work with clients. In this role, you will be responsible both for developing cooperation with assigned clients and for supporting the team delivering services to them.

As a Customer Success Manager, you will build long-term, partnership-based relationships with clients and ensure a high quality of cooperation at every stage. You will combine the perspectives of the client, the team, and the business: identifying needs and risks, expanding the scope of cooperation, and taking responsibility for the profitability of the projects you manage.

Your responsibilities

• Managing relationships with assigned clients and acting as a VM.PL ambassador on the client side
• Ensuring client satisfaction, the quality of delivered services, and the development of cooperation
• Identifying client needs and potential, preparing Account Plans, and proposing new services in the areas of nearshoring, consulting projects, and IT project delivery
• Conducting business discussions and negotiating the scope of cooperation and rates
• Monitoring project profitability and taking responsibility for achieving business objectives
• Identifying project risks, resolving issues, and taking preventive actions
• Coordinating cooperation with the project team, gathering feedback, and ensuring an efficient flow of information
• Conducting regular meetings focused on ongoing work and the development of team members
• Recruiting new team members, organizing onboarding, and supporting the salary review process
• Updating contracts, managing formal matters, and handling financial settlements with clients

Requirements

• Experience working with business clients, for example in customer success, sales, account management, project management, or B2B customer service
• Practical understanding of the technology environment or IT project delivery; a technical background is an advantage
• Polish, German, and English at a level allowing you to independently conduct business communication; C1 or higher is preferred
• Experience in developing client relationships and identifying their business needs
• Communication skills enabling you to handle difficult conversations, negotiations, and constructive problem-solving
• Ability to balance the perspectives of the client, the team, and project profitability
• An entrepreneurial mindset and a proactive approach to identifying opportunities for your own development, the organization, and the client
• Independence, strong organizational skills, and accountability for your work
• Readiness to manage a project team and support its development
• Practical interest in AI-related topics
• Category B driving licence and willingness to travel to Wrocław, where our headquarters are located, as well as to clients in the DACH region

Nice to have

• Knowledge of the manufacturing and/or logistics industry
• Experience working with large organizations or corporate clients

What we offer

• Remote work with visits to our office in Wrocław and business trips to clients
• Clear communication and a flat organizational structure – no unnecessary hierarchy and easy access to decision-makers
• An individual development path – we plan your development together and provide the necessary training, certifications, and knowledge-sharing sessions, with a strong focus on developing AI competencies
• A supportive team – we value openness, mutual support, and trust
• Engaging projects – work on interesting and meaningful solutions across various industries, such as e-learning, energy, finance, manufacturing, and logistics
• International teams and clients – develop your English and German in practical project and business situations
• Language classes – company-funded English and German lessons at every level, including classes with native speakers
• Benefits package – LuxMed private healthcare, Unum life insurance, and a Multisport card
• A strong focus on integration and wellbeing – regular team meetings, internal initiatives, squash and badminton groups, and many everyday activities that help build relationships and a positive atmosphere

Recruitment process

• Interview with an HR Business Partner
• Heroify assessment – we treat it as an additional source of information about the candidate’s profile
• Meeting(s), in one or two stages, with VM.PL management