Implementation, Customer Success Manager

Synmatch AI

Implementation & Customer Success Manager leading ECM/DMS onboarding, training, and account success in a fully remote environment. Helping mid-sized companies digitize document and business processes.

Posted 5/23/2026full-timeRemote • 🇩🇪 GermanyMid-LevelSenior💰 €45,000 - €60,000 per yearWebsite

About the role

Key responsibilities & impact

Take ownership of new customers after contract signature via the CRM and conduct a structured project kickoff (scope, expectations, next steps)
Analyze and document customer processes (accounting, contract management, inbound mail, etc.) and configure/implement them within the ECM/DMS platform
Coordinate project timelines and stakeholders (internal teams, external partners, integration providers)
Deliver remote Basic and Advanced training sessions using a structured training environment
Manage approximately 10 customers per person, conducting proactive health checks, hosting workshops on automation/AI features, and providing occasional up-/cross-sell recommendations
Invoice your delivered services and track monthly revenue

Requirements

What you’ll need

Proven, hands-on experience with ECM/DMS solutions (typical workflows, requirements, and challenges)
Hands-on, execution-focused mindset; comfortable with iterative learning and improvement
Strong empathy and customer focus; able to engage with executives, IT leads, and administrative teams
Ability to take independent ownership of projects and be accountable for outcomes
Commercial mindset and comfort taking responsibility for service revenue
Strong German communication skills (min. C1)
Desirable (but not required): experience facilitating trainings and workshops
Familiarity with collaboration and project 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

Comp & perks

100% remote role (optional office access in Oldenburg)
Flexible working hours
Pension plan
Modern hardware provided
Dedicated Monday for learning and team alignment; the rest of the week focused on customer delivery
Collaborative team and a product that solves real problems with a strong AI focus

ATS Keywords

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Hard Skills & Tools

ECM solutionsDMS solutionsproject managementcustomer process analysistraining facilitationautomation featuresKPI managementintegration knowledgecontract managementaccounting processes

Soft Skills

customer focusempathyindependent ownershipaccountabilitycommercial mindsetiterative learningcommunication skillsengagement with executivesstakeholder coordinationworkshop facilitation