About Graitec Group Graitec 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 integral 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-global-playerOverview 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 revenuePrepare renewal inputs, validate customer information and complete timely follow-upIdentify renewal risks early, document them in CRM and elevate them through the agreed processPortfolio Productivity & Execution Deliver assigned activity,



customer contact and portfolio-management targetsMeet customer contact, response-time, SLA and CRM compliance expectationsPrioritise daily workload according to renewal dates, customer risk, campaigns and manager guidanceProactively identify and qualify upsell and cross-sell opportunities, creating and maintaining opportunities in CRM in line with the agreed processCustomer Communication & Collaboration Communicate clearly and professionally with customers through phone, email and digital channelsCollaborate with Sales, Support and Solution teams to resolve needs and progress opportunitiesTake ownership of assigned actions, customer commitments and agreed follow-upsCustomer Adoption & Engagement (Top Tier Customers) Help customers realise value from Graitec solutions through onboarding, usage guidance and relevant resourcesMonitor customer health, product usage and engagement signals to prioritise outreachExecute scalable onboarding, adoption and customer education campaigns for assigned customersProcess Discipline & Digital Execution Follow standardised renewal, engagement and customer lifecycle processesExecute assigned playbooks, digital campaigns and automated customer journeys consistentlyUse approved automation and self-service tools, and share improvement ideas with the managerCRM, Forecasting & Opportunity Management Maintain accurate renewal status, customer activity and risk information in CRMCreate and maintain qualified upsell and cross-sell opportunities in line with the agreed processUse portfolio,



usage and engagement data to prioritise activity and improve executionBusiness KPIs Renewal ACV and renewal rateQualified upsell and cross-sell opportunitiesNPSOperational KPIs Productivity and completed activities per CSSCustomer contacts per dayAssigned accounts actively managedRenewal throughputSLA complianceCRM data qualityPipeline accuracyProcess adherenceResponsibilities Experience in a high-volume customer-facing, Customer Success, Renewals, Sales through Service, Customer Service, Contact Centre or BPO environmentStrong customer communication skills and confidence managing a large number of accounts through phone, email and digital channelsDemonstrated ability to work against activity, quality, SLA and commercial KPIsStrong organisation and prioritisation skills across multiple customers, renewal dates and competing activitiesComfort using CRM, customer usage data, dashboards and structured playbooks to guide daily actionsAbility to follow processes consistently, adopt automation and contribute ideas for continuous improvementExperience with SaaS, subscription-based, Autodesk, AEC or technology businesses is an advantageStrong ownership, resilience, collaboration and professional communication in a target-driven environmentQualifications Fluency in German & English is requiredKPI-driven executor: Comfortable working to productivity, activity, quality and customer outcome targetsScale mindset: Comfortable using repeatable playbooks, campaigns and digital journeys across a large portfolioCustomer outcome focus: Connects each interaction to retention, adoption, value and commercial opportunityAutomation friendly: Uses approved tools and automation to work efficiently while maintaining qualityInterview 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.#J-18808-Ljbffr

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