Customer Success Manager

About Lumiform

Founded in 2019, Lumiform has rapidly established itself as Europe's leading inspection software. Its mobile application is used by more than 70,000 users across 180 countries. Backed by top investors such as Capnamic and 42CAP, Lumiform is driven by the mission to make workplaces, products, and services safer and more efficient through mobile-first and AI-enabled inspections. The platform replaces slow, paper-based processes in safety, quality, and compliance, powering millions of inspections globally.

Role Overview

We seek a passionate and driven individual to join our team as a Customer Success Manager. This role involves supporting frontline teams to increase their productivity and maintain a safe working environment by delivering superb customer service and guidance that leads to operational excellence.

Key Responsibilities

• Conduct successful onboarding sessions for new users, ensuring they promptly achieve milestones relevant to their individual use cases.
• Develop and nurture long-term relationships by building a strong customer network.
• Lead training sessions and workshops to enable customers to maximize the value of our software.
• Understand customers' specific needs and objectives to offer advice on industry best practices, enhancing current processes and supporting new application scenarios.
• Gather, analyze, and communicate product feedback from customers to the product team to drive continuous improvements.
• Proactively manage accounts by initiating contact points and appointments, pursuing engagement even without inbound inquiries, and continuously working to access the right contacts.
• Identify opportunities for account expansion, including additional use cases, new locations, and new buying centers.
• Produce regular reports detailing customer status, satisfaction, and growth metrics.
• Collaborate closely with sales, marketing, and product teams to ensure customer requirements are fully addressed.

Candidate Requirements

• Native-level proficiency in German and fluent English communication skills, both spoken and written.
• Prior experience in customer success, account management, or sales, ideally within a B2B SaaS environment.
• Strong communication skills with a demonstrated ability to independently initiate conversations, persistently follow up until meetings are set, and maintain engagement.
• Deep understanding of technical concepts coupled with the ability to explain them clearly to customers.
• A proactive approach to problem-solving and handling challenges effectively to find solutions.
• Strategic thinking and forward planning combined with practicality are essential.
• A collaborative mindset and team-oriented attitude.

Benefits

• Work in a modern office located in the heart of Berlin-Mitte (Chausseestraße).
• Personal development supported through an annual learning budget of €500.
• Additional financial benefits: monthly benefits worth €50 or membership to Urban Sports Club.
• Complimentary refreshments such as quality coffee, tea, soft drinks, fresh fruit, as well as beer and wine.
• Flexible working hours and options for home office to promote work-life balance.
• Join a dynamic international SaaS startup undergoing rapid global growth.
• Opportunity to take on significant responsibility within the company.
• A supportive international team with flat hierarchies and an environment open to feedback.