About the role:

The Customer Success Specialist (CSS) - German Fluent Speaker, SMB manages a high-volume portfolio of SMB customers and is responsible for customer engagement, renewal execution, adoption and commercial opportunity identification across the customer lifecycle.

This is a scaled, execution-focused Customer Success role. The CSS combines proactive customer outreach, disciplined CRM management and data-led prioritisation to retain customers, increase adoption and identify growth opportunities efficiently.

Renewal Execution & Retention

- Own assigned renewal activities and customer follow-up to support retention and recurring revenue
- Prepare renewal inputs, validate customer information and complete timely follow-up
- Identify renewal risks early, document them in CRM and escalate them through the agreed process

Portfolio Productivity & Execution

- Deliver assigned activity, customer contact and portfolio-management targets
- Meet customer contact, response-time, SLA and CRM compliance expectations
- Prioritise daily workload according to renewal dates, customer risk, campaigns and manager guidance
- Proactively identify and qualify upsell and cross-sell opportunities, creating and maintaining opportunities in CRM in line with the agreed process

Customer Communication & Collaboration

- Communicate clearly and professionally with customers through phone, email and digital channels
- Collaborate with Sales, Support and Solution teams to resolve needs and progress opportunities
- Take ownership of assigned actions, customer commitments and agreed follow-ups

Customer Adoption & Engagement (Top Tier Customers)

- Help customers realise value from Graitec solutions through onboarding, usage guidance and relevant resources
- Monitor customer health, product usage and engagement signals to prioritise outreach
- Execute scalable onboarding,



adoption and customer education campaigns for assigned customers

Process Discipline & Digital Execution

- Follow standardised renewal, engagement and customer lifecycle processes
- Execute assigned playbooks, digital campaigns and automated customer journeys consistently
- Use approved automation and self-service tools, and share improvement ideas with the manager

CRM, Forecasting & Opportunity Management

- Maintain accurate renewal status, customer activity and risk information in CRM
- Create and maintain qualified upsell and cross-sell opportunities in line with the agreed process
- Use portfolio, usage and engagement data to prioritise activity and improve execution

Business KPIs

- Renewal ACV and renewal rate
- Qualified upsell and cross-sell opportunities
- NPS

Operational KPIs

- Productivity and completed activities per CSS
- Customer contacts per day
- Assigned accounts actively managed
- Renewal throughput
- SLA compliance
- CRM data quality
- Pipeline accuracy
- Process adherence

About you

- Experience in a high-volume customer-facing, Customer Success, Renewals, Sales through Service, Customer Service, Contact Centre or BPO environment.
- Fluency in German & English is required
- Strong customer communication skills and confidence managing a large number of accounts through phone, email and digital channels.
- Demonstrated ability to work against activity, quality, SLA and commercial KPIs.
- Comfort using CRM, customer usage data, dashboards and structured playbooks to guide daily actions.
- Ability to follow processes consistently,



adopt automation and contribute ideas for continuous improvement.
- Experience with SaaS, subscription-based, Autodesk, AEC or technology businesses is an advantage.
- Strong ownership, resilience, collaboration and professional communication in a target-driven environment.

Recruitment process

At 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.

· Application – Submit your CV and application via Graitec Careers.

· HR Screening – An initial “get to know you” discussion.

· Hiring Manager Interview – Role-specific discussion with the manager.

· Peer / Stakeholder Interview – May include a presentation or collaborative exercise.

· Final Interview – Conversation with the Business Unit Leader.

As a signatory of United Nations Women’s Empowerment Principles, Graitec is committed to equal opportunity and pay transparency.

On Target Earning pay range for this role

Role Targeted Variable Pay Mix: 80% fixed + 20% variable

Minimum Annual On Target Earning : 27.000 euros

Maximum Annual On Target Earning: 40.000 euros

Note: Salary range indicated in this add is for information only & targeted for a specific seniority level and targeted location. Final salary offer might vary depending on final candidate location, seniority,

📌 Customer Success Specialist - German Fluent Speaker (Barcelona)
🏢 GRAITEC GROUP
📍 Barcelona