Customer Success Manager (fully remote Germany)

Customer Success Manager

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next 40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers; from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose. To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
• Transform employees into real ambassadors of their company,
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

With a team of over 650 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support customers all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

If these core values sound like you: "be bold, do amazing things", "say what you mean, do what you say", "one team, same mission", "always be evolving": apply now!

Team

As a Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success. Your portfolio of customers will be mostly composed of Mid Market companies (MM), giving you the opportunity to learn from a reasonable number of customers in many different industries. You will have at your disposal state-of-the-art technology and playbooks that will help you determine which customers to prioritize for maximum impact. As an ideal candidate you're resourceful and persuasive, effectively showing customers how to get more value from our solutions (LumApps, Beekeeper & Comeen).

Missions

• Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
• Work with them to build and execute on a success plan and key performance indicators.
• Manage a portfolio of customers post implementation, focusing on growing adoption, ensuring retention, expansion and satisfaction.
• Be the voice of your customers.
• Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
• Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline).
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities.
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers' needs.

Skills

• Curiosity & Discovery: You ask sharp questions, dig into root causes, and enjoy understanding the customer's context, goals, and constraints. You bring technical curiosity and are eager to continuously learn.
• Communication & Active Listening: You communicate clearly with different stakeholders, actively listen, and can explain complex concepts simply. You translate information and data into actionable insights and next steps.
• Empathy: You understand customer needs and emotions, navigate tough conversations constructively, handle difficult situations, and set expectations with clarity and respect.
• Business Acumen: You understand SaaS business drivers and can connect customer priorities with outcomes, value, and ROI. Experience in Customer Success, Consulting, Project Management, or Account Management in a SaaS environment is a strong plus.
• Drive: You take initiative, are hands-on, and bring a proactive "frontline-first" mentality. You're energized by helping customers and colleagues succeed.
• Results Orientation: You stay focused on impact; driving adoption, retention, and customer outcomes. You're solution-oriented and committed to resolving complex issues end-to-end.
• Organization & Planning: You are highly organized and structured, able to manage a customer portfolio, plan effectively, and prioritize time based on customer needs, business goals, and opportunities.
• Resourcefulness: You're creative and pragmatic in finding answers; leveraging internal experts, documentation, and tools to move things forward efficiently (including first experience using AI tools to accelerate your work).
• Language skills: Fluent German and English are a must; Swiss German is a plus.

Bonus Points

• Experience in change- and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs Experience in conducting in-person or online workshops

Why You'll Love Working at LumApps

We're proud to offer a work environment where people feel supported, valued, and empowered. Here's a peek at what we offer:

• Hybrid work model
• 25 days of annual leave
• Pension Scheme Plan with 3 options to choose from
• Afterworks, team celebrations & seasonal parties
• Equipment

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.