Digital Customer Success Specialist - DACH Focus

LumApps • Webster, MA

159d • Hybrid

About The Position

LumApps is seeking a Digital Customer Success Specialist with a focus on the DACH region to join their Global Scale Team. This role is part of an exciting transformation following the merger of LumApps and Beekeeper platforms. The team operates with a modern, data-driven, and highly automated digital-first approach, functioning as a collective pool of experts rather than assigning individual accounts. The specialist will focus on daily execution within an established framework, running regional playbooks, managing customer touchpoints at scale, and providing feedback to optimize automated journeys. The role requires a strong execution and process mindset, tech fluency, and excellent communication skills, particularly in hosting online webinars.

Requirements

• 1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations within a B2B SaaS environment.
• Native or Bilingual proficiency in written and spoken German is required.
• Fluent English.
• Excel at following structured operational procedures, executing with rigor and consistency.
• Ability to provide constructive feedback to improve templates and workflows.
• Tech-savvy and comfortable navigating modern SaaS tools (e.g., Planhat, Zendesk, Pendo) and data-driven dashboards.
• Clear, engaging communicator who feels confident hosting online webinars or 1-to-many presentations for customer groups.

Nice To Haves

• Fluency in Swiss German is a massive advantage.
• Familiarity with AI tools (Gemini, Gemini Notebook, Workspace Studio) for drafting or reviewing customer communications.
• Experience in hosting webinars or delivering online presentations.
• Excited to join a fast-paced Scale team where daily field insights and feedback will directly help refine operational playbooks.

Responsibilities

• Execute the DACH Defense Strategy, acting as the regional execution lead for retention in the Scale Team.
• Leverage German and Swiss German language skills to roll out, test, and adapt culturally relevant 'Defense Playbooks' (re-engagement campaigns, weak signal response) to safeguard regional revenue across DACH accounts.
• Monitor customer health indicators and telemetry in Planhat (Weekly Active Users, Health Scores).
• Systematically execute automated playbooks for at-risk and healthy accounts across the Scale pool.
• Share operational insights with the team to refine automated playbooks.
• Process incoming customer requests via Zendesk in close collaboration with the 'AI CSM Scale Agent'.
• Leverage AI-generated drafts to deliver fast, personalized responses at scale.
• Provide continuous feedback to improve the AI's accuracy and workflows.
• Proactively spot expansion and cross-sell signals on any client within the global Scale portfolio.
• Using guided SPIN methodology frameworks, qualify signals from any Scale account into Customer Success Qualified Leads (CSQLs) and hand them over to Account Managers.
• Host standard webinars, run automated campaigns, and promote the Resource Center, 'The Hive' community, and Pendo in-app guides to guide client audiences toward self-sufficiency.

Benefits

• Hybrid work model (2 days/week at our Krakow office, flexible WFH policy)
• 26 days of paid annual leave
• Private medical insurance (fully covered for you, partial coverage for family members)
• Creative allowance & professional development support
• Top-tier equipment setup
• Active team social life: Afterworks, team celebrations & seasonal parties

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed