Customer Success Manager

About the role

As a Customer Success Manager, you will be responsible for the holistic management of your customer portfolio, from onboarding to retention and expansion. You will act as a trusted advisor, using data-driven insights and commercial understanding to ensure long-term customer success and growth. You will play a key role in shaping a proactive, data-driven customer success organization.

Responsibilities

• Manage a customer portfolio throughout the entire lifecycle, including onboarding, adoption, retention, and expansion.
• Conduct onboarding sessions to help customers achieve measurable value with the platform.
• Analyze usage data, health scores, and portfolio KPIs to identify and prioritize opportunities and risks.
• Create structured customer success plans and conduct business reviews with clients.
• Identify churn risks early and implement targeted retention measures.
• Identify, qualify, and close upsell and cross-sell opportunities.
• Collaborate with product, sales, and marketing teams to improve the customer experience and provide feedback.

Required skills

• Customer Success
• Account Management
• B2B SaaS
• CRM
• Data-driven portfolio management
• Stakeholder management
• German
• English

Nice to have

• Consultative Selling
• HubSpot
• Intercom
• Looker
• Construction industry experience

Qualifications

• Professional experience in Customer Success, Account Management, or a comparable B2B SaaS role

Benefits

• Learning budget
• 30 days vacation
• Urban Sports Club subsidy
• JobRad
• Deutschlandticket subsidy
• BahnCard
• Modern hardware

About the Company

plancraft is a SaaS company on a mission to support the craft industry with modern software and AI solutions. Backed by Tier 1 investors, they aim to help craft businesses become more efficient and connected communities.