What are the responsibilities and job description for the EMEA Customer Success Manager, airfocus position at lucidsoftware?
Join airfocus, a Lucid Software company, recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor - be part of our success story NOW!
airfocus by Lucid is the world’s first modular product management and roadmapping platform and is growing on all continents.
We are an up-and-coming industry leader with a proven business model and first-class team. Now, with thousands of users from customers like Ricoh, Good Year, and Wago; it’s time to add fuel to the fire and further grow our team!
Why us?
- You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning
- airfocus by Lucid is a hybrid workplace that supports a healthy work-life balance. Employees have the flexibility to work remotely from anywhere in Germany or the Netherlands, from our offices in Hamburg or Amsterdam, or through a combination of both, depending on the role and team requirements.
- Flexible working hours
- Boost your personal development in an environment that encourages continuous learning
- Competitive compensation
- Learning and development budget
- Healthy (and non-healthy!) snacks and beverages on site
- Recurring virtual events and annual airfolks meet-ups
We are on the lookout for a talented Customer Success Manager who will be responsible for continuously driving value for our customers by ensuring smooth onboarding, providing top-notch support, promoting product adoption, communicating best practices and uncovering upsell opportunities. If you’re excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you’ll be an ideal candidate for this role.
Responsibilities:
- Take charge of the entire customer lifecycle, from initial setup to renewal.
- Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success.
- Participate in internal cross-functional projects.
- Be the voice of the customer within the company by actively listening to and relaying user feedback.
- Create educational content for our help center and online resources to better support our users.
- Conduct online demos and training sessions.
- Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
- Set up integrations and ensure seamless implementation within our clients' product organization.
- Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.
Requirements:
- 2 years of experience in customer success, account management, or a similar client-facing role within a B2B software company.
- Strong communication skills—both written and verbal—in English and German. Additional language proficiency is a plus.
- A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise.
- Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs.
- A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment.
- Located in either Germany or The Netherlands.
Preferred Qualifications:
- Experience in product management or similar is a plus.
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