Customer Success Operations Manager fmd
Customer Success Operations Manager fmd
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Job Description
OUR MISSION AT PLANCRAFT
We are plancraft and we are passionate about revolutionizing the craft & construction industry with our straightforward software. Our vision is nothing less than to become Europes number one contractor operating system. With the backing of Europes top investors we provide a leading SaaS solution that simplifies the management and operations in crafts businesses. On our mission we are always guided by our values: being #stoked about what we do achieving things #together as a team and being#downttoearth.
YOUR MISSION AT PLANCRAFT
Key Responsibilities:
Customer Success Process Optimization:- Design and improve customer journey workflows (onboarding adoption renewal).
- Streamline processes to enhance retention and growth.
- Build and maintain a customer health scoring model.
- Provide actionable insights through dashboards and reports.
- Implement automation to reduce manual work for CSMs.
- Manage and optimize the CS tech stack.
- Align with Sales Product and RevOps to enhance customer experience.
- Ensure smooth handoffs between pre and postsales teams.
YOUR PROFILE
Must Haves
2 years of experience in CS Operations Sales Operations RevOps or a related role in a SaaS (or similar) environment.
Strong analytical skills and a datadriven mindset.
Experience managing and optimizing Customer Success processes including segmentation health scoring and renewal forecasting.
Handson experience with Customer Success platforms and CRM tools.
Experience with process automation tools (e.g. Zapier make CRM workflow builders).
Strong operations management skills with a desire to scale and optimize processes.
Excellent communication and stakeholder management skills; ability to collaborate across functions (e.g. Sales Product RevOps).
Language skills: German (C1 and English (B2.
Willingness to work regularly onsite in our Hamburgoffice #LIHybrid).
Nice to Haves
Experience working in an international SaaS business.
Background in astartupor highgrowth environment.
Familiarity withSQL or data visualization tools(e.g. Looker Tableau).
Understanding ofRevenue Operations and GotoMarket strategy alignment.
Performance Expectations
We embrace transparency and want to communicate our expectations from day one. Well know youre successful in this role if:- You implement a customer health score model that provides early churn & expansion signals.
- You develop and automate onboarding and renewal workflows reducing manual effort for CSMs.
- The CS tech stack is optimized and fully adopted by the Customer Success team.
- Leadership has clear datadriven visibility into retention and expansion trends.
- CSMs are enabled with playbooks and insights that improve customer interactions and retention rates.
WHY PLANCRAFT
- Our Team:We are a team of passionate committed individuals who are determined to realize our vision.
- Influence: Take direct responsibility and have a say in a flathierarchy company.
- Dynamics: Experience the agility of a startup in its early days learn continuously and build tomorrows craftsman software today.
- Growth:We foster a culture of direct feedback continually exchanging knowledge and using todays lessons to shape tomorrows success.
- TopTier Technology: Hardware at the highest level: You get a MacBook and top overear headphones
- Location: Our central office is located in Hamburgs vibrant Schanze district.
- Holidays: Your wellbeing is important to us. Thats why we offer you 30 vacation days plus December 24th as an additional day off every year.
- Benefits: Enjoy perks like subsidized mobility 25 off Deutschland Ticket a BahnCard 25 or JobRad) and Wellbeing offers (Urbans Sports Club membership). Plus participate in regular companywide team events and offsites.
- Relocation bonus: We provide financial support for your move to Hamburg if your role is needed to be onsite.
- International environment: We are a team made up of different nationalities so our company language is English.
About us
For a first impression of us take a look atour latest reels!
Do you have any questions before you apply
We are here for you just reach out to
Required Experience:
Manager
Employment Type
Full-Time
