The Customer Success Specialist (CSS) - German Native 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 standardise
📌 Customer Success Specialist (Barcelona)
🏢 Graitec
📍 Barcelona
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