Bundesvereinigung Mittelständischer Bauunternehmen e. V. (BVMB)

Customer Success Manager

• Manage a portfolio of roughly 150 SMB accounts (<150 employees) across the DACH region and guide them from onboarding to renewal with a clear, outcome-driven approach.
• Build a predictable, scaled customer motion by combining structured onboarding, automated lifecycle touchpoints (Digital CS), and focused human support where it matters most — for example, personal kickoffs, webinars, and office hours.
• Create reporting and operational visibility in Planhat; define triggers, health metrics, and signals that enable proactive action rather than reactive responses.
• Identify adoption gaps and resolve them quickly using content, playbooks, or process improvements.
• Collaborate with Product, Support, and Sales to turn customer insights into product improvements, clearer workflows, and smarter rollouts.
• Shape our long-term Customer Success model by creating a repeatable journey that can scale to larger segments over time.