About Graitec GroupGraitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years.About Graitec GroupGraitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years.Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers.Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world‑class partnerships with our own cutting‑edge software and services to drive performance and sustainability across the industry.At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together.How we work: Growth, Agility, Innovation, ResponsibilityHow we behave: Ambition, Engagement, One Graitec, Positive EnergyLearn more about the Graitec Group: graitec-group.com/graitec-a-integral-playerAbout The Team HiringThe Customer Success team manages the end-to-end customer lifecycle, from onboarding and adoption through retention and expansion. The team ensures smooth coordination with internal departments and customers, maintaining strategic alignment, operational efficiency, and delivering measurable business outcomes at every step.OverviewThe Manager,



SMB Customer Success & Operations leads a high-volume Customer Success team focused on retention, renewal execution, adoption, customer engagement and operational excellence across Graitec's SMB customer base. This position requires an operations-minded leader who can manage volume, productivity, team capacity, KPI execution, process adherence and continuous improvement.KPI-led operator: Comfortable managing productivity, activity levels and quality in a high-volume environment.Scale mindset: Able to design repeatable motions for thousands of customers, not only bespoke engagement.Customer outcome focus: Balances operational efficiency with retention, adoption and customer value.Automation friendly: Actively looks for ways to reduce manual work and improve team capacityCustomer.Retention & Renewal ExecutionLead the team responsible for customer retention, renewal performance and recurring revenueDrive proactive renewal planning, quote readiness and timely follow-upIdentify renewal risks and ensure mitigation actions are executedOperational Performance & ProductivityDrive team productivity, capacity utilisation and operational performanceMonitor customer contacts, activity levels, SLA adherence and CRM complianceManage workload distribution and capacity planning across the teamTeam Leadership & CoachingRecruit, coach,



develop and retain a high-performing teamSet clear expectations and accountability frameworks based on KPIs and quality standardsRun regular performance reviews and coaching sessionsCustomer Adoption & Engagement (Top Tier Customers)Ensure customers achieve value from Graitec solutionsMonitor customer health, usage signals and engagement levelsDrive scalable onboarding, adoption and customer education initiativesProcess Excellence & AutomationStandardise renewal and engagement processes across the SMB motionEnsure consistent execution of playbooks and campaignsIdentify opportunities to simplify work, reduce manual tasks and scale automationData, Forecasting & Business ManagementMonitor portfolio performance through renewal forecastsEnsure CRM data integrity, pipeline hygiene and process complianceAnalyse trends and recommend actions to improve retention, adoption and efficiencyResponsibilitiesProven experience leading high-volume customer-facing or operational teamsStrong background in Customer Operations, Customer Success, Renewals, Inside Sales, Contact Centre, Shared Services or BPO environmentsSuccess managing teams through KPI frameworks, productivity metrics and operational performance programmesExperience with workload distribution, capacity management and performance optimisationStrong analytical and data-driven decision-making skillsTrack record of improving efficiency through process optimisation, automation and scalable engagement modelsExperience with SaaS, subscription-based or technology businesses is an advantageInterview ProcessAt Graitec, we’re proud to foster a diverse and inclusive workplace. We value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role.Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers.
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📌 Manager, Customer Success (Barcelona)
🏢 GRAITEC Italy
📍 Barcelona