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Customer Success Manager

Published9th February
SectorCommercial Real Estate Innovation
Job Type
Job TypePermanent
ConsultantLena Ahrens

PropTech Customer Success Manager role based Remotely in Berlin, Germany


This is a chance to be part of the customer success team of a startup that is disrupting the real estate industry and the way people work. A fast-growing and highly skilled team, our client combines technology, digital content, on-site engagement and technology integrations to build seamless and beautiful workplace communities for their clients. They help their clients build experiences that empower the community and evolve with the ambitions of every tenant. As a member of their Customer Experience team, you will help to spearhead digital transformation for their clients and drive community engagement strategies that bring smart tenant and workplace experiences to life.

They have an exciting opportunity to work in a growing and evolving Customer Success Team. As a Customer Success Specialist/Customer Engagement Specialist, your key focus is to drive value, adoption and retention of the company’s software, predominantly with their German speaking customers.

What you’ll be doing
  • Lead the onboarding and implementation process of the company’s new customers in collaboration with their deployment team
  • Maximize product adoption and engagement through creation of community engagement strategies, partnership building, amenity-design and a strong, empirical understanding of their customer’s clients
  • Lead regular Quarterly Business Reviews with all stakeholders and create strategic success plans to track progress against the customer’s goals
  • Work closely with product managers and sales executives to drive up-sell/renewal opportunities
  • Produce customized training content to deadlines and client requirements
  • Conduct engaging and value-add expert webinars and training sessions with admin and end users
  • Drive complex issues through analysis and resolution
  • Monitor and identify usage trends to uncover renewal risks and implement strategies to eliminate those
  • Previous experience as Customer Success/Engagement Specialist, Account Executive or in a consultative role of 3-5+ years’ is required
  • Fluency in English and German (written and spoken) required
  • Ability to develop strong relationships with the user/customer/internal communities
  • Strong empathy for customers and a passion for their success
  • Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a high paced environment
  • Thrive in working collaboratively and cross-functionally
  • Knowledge of Totango, Jira, Slack, Confluence, Zoom and Google tools is useful but training will be provided.
  • An international work environment with talented people and a startup spirit
  • An office in the iconic Warsaw Spire or another flexspace provider alternatively
  • Flexible hours & the possibility to work remotely when necessary or required
  • A MacBook and whatever equipment you consider necessary for work
  • Parking space for your bicycle
  • Unlimited access to quality coffee, sample snacks and drinks
  • Competitive compensation and social benefits (medical health care).

LMRE Europe consultant

Lena Ahrens

Lena Ahrens

+44 (0)20 3833 2245


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