Implementation, Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assume responsibility for onboarding new clients following contract approval through the CRM and execute a structured project kickoff (defining scope, expectations, and next steps).

• Evaluate and document customer workflows (such as accounting, contract management, and inbound mail) and configure/implement these within the ECM/DMS platform.

• Oversee project timelines and coordinate with stakeholders (internal teams, external partners, and integration providers).

• Conduct remote Basic and Advanced training sessions within a structured training framework.

• Manage around 10 clients per person by performing proactive health checks, leading workshops on automation/AI features, and offering occasional up-/cross-sell suggestions.

• Invoice for the services rendered and monitor monthly revenue.

⛳️ Requirements

• Demonstrated, hands-on experience with ECM/DMS solutions (including typical workflows, requirements, and challenges).

• Practical, execution-oriented mindset; comfortable with iterative learning and continuous improvement.

• Strong empathy and customer-centric focus; capable of engaging with executives, IT leaders, and administrative teams.

• Ability to independently manage projects and take accountability for results.

• Commercial acumen and willingness to take responsibility for service revenue.

• Proficient in German communication skills (minimum C1 level).

• Preferred (but not mandatory): experience in facilitating training sessions and workshops.

• Familiarity with collaboration and project management tools such as Miro, Google Docs, and CRM/project management systems.

• Knowledge of DATEV or Lexware integrations/interfaces.

• Experience with KPIs such as billable hours, churn, CSAT, etc.

🏝️ Benefits

• Fully remote position (optional office access in Oldenburg).

• Flexible working hours.

• Pension plan.

• Modern hardware provided.

• Dedicated Monday for learning and team alignment; the remainder of the week focused on customer delivery.

• Collaborative team environment and a product that addresses real challenges with a strong emphasis on AI.