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 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

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

📌 Customer Success Specialist (German Native Speaker) (Barcelona)
🏢 Importante empresa
📍 Barcelona