About Graitec Group
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Graitec is a integral 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, Responsibility
How we behave:
Ambition, Engagement, One Graitec, Positive Energy
Learn more about the Graitec Group:
/graitec-a-global-player
Overview
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 elevate 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
Responsibilities
Experience in a high-volume customer-facing, Customer Success, Renewals, Sales through Service, Customer Service, Contact Centre or BPO environment
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
Strong organisation and prioritisation skills across multiple customers, renewal dates and competing activities
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
Qualifications
Fluency
in
German & English
is required
KPI-driven executor:
Comfortable working to productivity, activity, quality and customer outcome targets
Scale mindset:
Comfortable using repeatable playbooks, campaigns and digital journeys across a large portfolio
Customer outcome focus:
Connects each interaction to retention, adoption, value and commercial opportunity
Automation friendly:
Uses approved tools and automation to work efficiently while maintaining quality
Interview 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. xqbhyrx
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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📌 Customer Success Specialist (German Native Speaker) (Moncada y Reixach)
🏢 GRAITEC
📍 Moncada y Reixach