Senior Customer Success Manager

Summary

Join airfocus, a Lucid Software company, and become our new Customer Success Manager! In this role, you will manage the entire customer lifecycle, from onboarding to renewal, building strong relationships with key stakeholders. You will be the voice of the customer, providing top-notch support, promoting product adoption, and identifying upsell opportunities. You will also create educational content and conduct training sessions. This position requires 5-7 years of experience in a similar client-facing role within a B2B software company and strong communication skills. The ideal candidate is located in Germany or the Netherlands and thrives in a dynamic environment. We offer a hybrid workplace, flexible hours, competitive compensation, and a learning and development budget.

Requirements

• 5-7 years of experience in customer success, account management, or a similar client-facing role within a B2B software company
• Strong communication skills—both written and verbal—in English. 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

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

Preferred Qualifications

Experience in product management or similar is a plus

Benefits

• Hybrid workplace: Work from our awesome Hamburg or Lucid’s Amsterdam office, or anywhere in Germany or the Netherlands!
• 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