(Senior) Customer Success Manager (all genders)

Job Description

The Role

We are a highly collaborative and passionate team, looking for like-minded people who impress with their specialist knowledge as well as their customer- and goal-oriented way of working. Our service ensures that our customers can optimally leverage their potentials by using the LucaNet software. You will take care of about 20 key accounts, look behind their business and build up close and strong relationships.

Powered by uniqueness

Everybody’s different here and we like it that way. At LucaNet, we are powered by the uniqueness of our people and are committed to creating an inclusive work environment where everyone can grow and feels respected. The more voices we have represented in our business, the more we will all thrive, contribute, and be forward-thinking.

That’s why we only want to assess candidates based on qualifications, merit, and business needs. You are welcome at LucaNet for who you are, no matter your gender identity, sexual orientations, personal expression, racial identity, ethnicity, religious belief, and disability status.
People don’t fit into neat boxes, we know that. If you think you’d excel in this position, even if you don’t cover all points, we really want to get to know you and why you’re great for the role. Please avoid including your picture, age, and marital status in your CV.

Learn more about our culture and D&I journey

What you'll do

• In this role, you own ultimate responsibility for the customer’s renewal and expansion of our product to promote maximum value from customer investment in LucaNet.
• You serve as a customer advocate to ensure they are leveraging all LucaNet services that lead to success.
• You lead C-level stakeholders towards helping them turn their vision into reality by being a partner for the customer to establish a business roadmap to ensure achievement of business goals.
• You develop a comprehensive understanding of typical business challenges faced by customers to appropriately map LucaNet features and business benefits to address their needs.
• You are always one step ahead and identify risks to the customer which you prevent in time with a risk mitigation plan.
• You are aiming for full utilization of customers licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
• Where appropriate, you network between customers, partners, and LucaNet and maintain long-term relationships with stakeholders to also develop our customers’ strategic direction.
• You can flexibly work remote and at the office in coordination with your team lead - the technical requirements for this are in place from day one.

What you bring to the table

• You successfully finished your studies in business administration or a comparable qualification with relevant professional experience.
• You are familiar with the development of B2B corporate customers, ideally in the Customer Success area of a software or SaaS company.
• You have a demonstrated experience in supporting and growing multiple customers and following up on all their needs.
• You are used to work in a high-energy and rapidly changing environment in which you must be able to multi-task. You can work on multiple projects, processes, programs, and procedures simultaneously while working under pressure.
• You are a charismatic and customer-oriented team player who inspires internal and external stakeholders with an entrepreneurial mindset but also with a practical hands-on mentality.
• Business fluent language skills in German and English enable you to communicate confidently with our international customers and partners.
• Develop deep technical and/or strategic advisory skills in an organization that is very supportive of personal development.

Perks at work

• LucaFlex – We enable you to determine your work schedule and location according to your needs
• Mobile Work – Sometimes a change of scenery can boost creativity and productivity. And sometimes it’s just time for a break. That’s why we offer you our mobile work options or a sabbatical
• Team Spirit – We work as a team and like to celebrate as a team, so we take any opportunity to get together, learn together, and celebrate together
• Learning & Development – We encourage you to pursue knowledge and inspiration and give you the time, space, and budget to do so
• Charity Time – We support you in taking the time to do some good
• Health & Wellbeing – We care about your mental health and wellbeing and provide you with the programs to stay fit, productive, and get the support you need.
• Generous vacations – We encourage you to take time off to relax, travel, and recharge
• LucaNet.Engage – We support your personal and professional development in a targeted manner with our employee development process
• Compensation and Company Pension Plan – We are committed to Fair Pay as well as supporting our people also for their future with a company pension plan and/or pension allowances
• JobRad – We have partnered with JobRad so that you can find your dream bike supported by us
• Staff Discounts – Thanks to our corporate benefits partner, you can receive a whole bunch of discounts for different areas