Customer Success Manager (all genders)

Customer Success Manager

Lumiform is specialized software that enables frontline teams to conduct inspections, audits, and checklists scalable across many locations. Founded in 2019 in Berlin, primarily built for European companies. Companies like EDEKA, AmRest, Virgin Media, and Nordsee as well as testing, inspection, and certification companies rely on Lumiform (4.6 out of 5 on G2).

Annually, millions of inspections run through our platform. Each one makes a workplace safer, a process more efficient, or a product or service better. If you want to make a difference in society with your work, then you are working here on a product that does exactly that every day.

About the Role

This is a role for someone who wants to take the next step. You already have 1 to 2 years of customer success experience and now want real responsibility: your own portfolio of renowned enterprise customers that belongs to you and that you will develop further.

Your central metric is the net revenue retention of your portfolio. That means you think commercially and recognize growth potentials, but you can also deescalate, turn around critical situations, and prevent churn before it occurs. You do not get a "starter package" of cold leads, but a strong existing portfolio with strong brands that just waits to be expanded.

Tasks

• Ownership of your portfolio: You are responsible for your own book of business from renowned enterprise customers, drive it proactively instead of waiting for requests or poor health scores, and develop it strategically further.
• Increase net revenue retention: You drive renewals, recognize expansion potentials (additional use cases, locations, new buying centers) and make satisfied customers into growing accounts.
• Strategic sparring partner at decision-maker level: You gain access to the relevant stakeholders, conduct strategic account reviews, and become the trusted advisor of your customers.
• De-escalation and churn prevention: You recognize risks early, conduct critical conversations confidently, and turn around at-risk accounts before they tip over.
• Onboarding, activation, and training: You successfully introduce new teams, conduct workshops, and ensure that your customers exploit the full potential of the software.
• Product and collaboration: You bundle customer feedback structured for the product team and work closely with sales, marketing, and product.

Qualification

• You master German at a native level and English conversationally proficient in speech and writing.
• You bring 1 to 2 years of experience in B2B customer success, account management, or sales, ideally in the SaaS environment, and now want to take the next step with more responsibility.
• You have a commercial flair: You recognize expansion and growth opportunities in your portfolio and actively approach them.
• You can deescalate: Even in critical situations, you remain confident, find solutions, and retain customers. Communication is one of your strengths. You go into conversations independently, even at the decision-maker level, and stay on it until the appointment is set.
• You understand technical concepts and can explain them clearly.
• You think strategically, plan ahead, and like to work in a team.

Benefits

• Your own existing portfolio of established customers that you develop independently, with a clear path to larger and more strategic accounts
• In addition to your fixed salary, a variable component with sales participation if you expand your portfolio into new buying centers (horizontal expansion)
• An international customer base and the chance to work with strong brands at the enterprise level
• A product with real purpose: Millions of inspections per year that make workplaces safer and more efficient and products and services better
• Modern office in the heart of Berlin-Mitte (Chausseestrae)
• Investment in your future with an annual learning budget of 500
• Additional financial incentives: Monthly allowance of 50 or Urban Sports Club membership
• Free catering: Anytime good coffee, tea, soft drinks, fresh fruit as well as beer or wine
• Flexibility and balance with flexible working hours and home office options
• An international team with flat hierarchies and open feedback, in which you can take on a lot of responsibility

If this sounds like you, let's talk. If you are ready to take on more responsibility, build your own portfolio of strong customers, and work on a product that makes a real difference every day, we look forward to you.

CV or LinkedIn profile is sufficient, no cover letter needed.

Our Hiring Process:

1. Interview with HR (30 minutes)
2. Interview with our Head of Customer Success (30 minutes)
3. Challenge (will be sent to you in advance so you can prepare in peace)
4. Reference call (as the last step we speak with a reference of yours)