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,

📌 Customer Success Specialist (Barcelona)
🏢 GRAITEC GROUP
📍 Barcelona