EMEA Customer Success Manager, airfocus

Join airfocus a Lucid Software company recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor - be part of our success story NOW!

airfocus by Lucid is the worlds first modular product management and roadmapping platform and is growing on all continents.

We are an up-and-coming industry leader with a proven business model and first-class team. Now with thousands of users from customers like Ricoh Good Year and Wago; its time to add fuel to the fire and further grow our team!

Why us

• Youll join a diverse and talented team with plenty of opportunities for personal growth impact and learning
• airfocus by Lucid is a hybrid workplace that supports a healthy work-life balance. Employees have the flexibility to work remotely from anywhere in Germany or the Netherlands from our offices in Hamburg or Amsterdam or through a combination of both depending on the role and team requirements.
• Flexible working hours
• Boost your personal development in an environment that encourages continuous learning
• Competitive compensation
• Learning and development budget
• Healthy (and non-healthy!) snacks and beverages on site
• Recurring virtual events and annual airfolks meet-ups

We are on the lookout for a talented Customer Success Manager who will be responsible for continuously driving value for our customers by ensuring smooth onboarding providing top-notch support promoting product adoption communicating best practices and uncovering upsell opportunities. If youre excited about customer success and look forward to joining a collaborative team working in a fast-paced ever-evolving environment youll be an ideal candidate for this role.

Responsibilities:

• Take charge of the entire customer lifecycle from initial setup to renewal.
• Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success.
• Participate in internal cross-functional projects.
• Be the voice of the customer within the company by actively listening to and relaying user feedback.
• Create educational content for our help center and online resources to better support our users.
• Conduct online demos and training sessions.
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
• Set up integrations and ensure seamless implementation within our clients product organization.
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.

Requirements:

• 2 years of experience in customer success account management or a similar client-facing role within a B2B software company.
• Strong communication skillsboth written and verbalin English and German. Additional language proficiency is a plus.
• A proactive and organized approach with the ability to manage a portfolio of 30 accounts ranging from SMB to enterprise.
• Empathetic and customer-focused with the ability to build strong relationships drive engagement and anticipate customer needs.
• A collaborative and adaptable mindset with a positive attitude and the ability to thrive in a dynamic environment.
• Located in either Germany or The Netherlands.

Preferred Qualifications:

• Experience in product management or similar is a plus.

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