Customer Success Manager

About the Position

To strengthen our Customer Success team, we are looking for a Customer Success Manager (m/f/d) who will manage and grow an international portfolio of customers in the architecture, engineering, and construction environment. In this role, you will guide customers through the entire post-sales lifecycle, increase adoption of our 3D BIM software solutions, and actively drive renewals, expansion, and cross-sell opportunities.

Responsibilities

• Manage the full customer lifecycle from onboarding and training through adoption, value realization, and renewal.
• Conduct regular check-ins, product demos, and business reviews with your accounts.
• Drive customer engagement, usage, and satisfaction for our BIM solutions.
• Identify churn risks early and implement appropriate retention actions.
• Identify upsell, cross-sell, and expansion opportunities in close collaboration with Sales.
• Coordinate and follow up on customer issues together with Support, Product, and other internal teams.
• Maintain accurate forecasts and report on the status and development of your accounts.
• Collect structured customer feedback and share it with internal stakeholders.

Requirements

• 3+ years’ experience in a customer-facing role, ideally in Customer Success; alternatively in Sales, Account Management, Customer Service, or Technical Support.
• Experience in a B2B SaaS environment is a plus.
• Industry knowledge in AEC/O and/or experience with CAD/BIM or similar software.
• Ideally, product knowledge of ALLPLAN, SDS2, SCIA, and/or FRILO.
• Excellent communication and presentation skills.
• Strong organizational skills and experience with forecasting and pipeline management.
• Very good written and spoken German and English.

Soft Skills

• Strong customer focus and empathy.
• Excellent relationship-building skills and the ability to influence without authority.
• Solution-oriented mindset and high sense of ownership.
• Team player who collaborates effectively with different stakeholders.
• Resilience and ability to manage multiple priorities in parallel.

We Offer

• Opportunity to work remotely from Germany.
• Be part of a leading company in the AEC industry.

About the Company

nemetschek is a global leader in Building Information Modeling (BIM) software solutions, providing innovative tools for the architecture, engineering, and construction industries.

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