Location: Germany, Munich (office or hybrid) or Remote Germany
Overview
ALLPLAN is a global provider of BIM design software for the AEC industry. True to our “Design to Build” claim, we cover the entire process from the first concept to final detailed design for the construction site and for prefabrication. Allplan users create deliverables of the highest quality and level of detail thanks to lean workflows. ALLPLAN offers powerful integrated cloud technology to support interdisciplinary collaboration on building and civil engineering projects. Around the world over 600 dedicated employees continue to write the ALLPLAN success story. Headquartered in Munich, Germany, ALLPLAN is part of the Nemetschek Group which is a pioneer for digital transformation in the construction sector.
POSITIONS’ GOAL
The Customer Success Manager is responsible for building and maintaining strong, long‑term relationships with an assigned portfolio of international customers in the architecture, engineering, and construction space. The role ensures high customer satisfaction, sustainable product adoption, and commercial success through renewals, expansion, and cross‑sell across the customer base.
TASKS
Own the post‑sale customer lifecycle, including onboarding, enablement, adoption, and renewal.
Plan and deliver onboarding programs, training sessions, and enablement activities.
Drive usage and business value of the company’s 3D BIM software solutions.
Monitor account health, usage data, and risk indicators, and define appropriate actions.
Support renewal processes and identify expansion and cross‑sell potential.
Work closely with Sales, Support, Product, and Engineering on shared customer goals.
Handle and, where needed, escalate customer issues, coordinating timely resolution.
Maintain accurate documentation, forecasts, and reporting for the customer portfolio.
Capture, structure, and relay customer feedback to support continuous product and process improvement.
PROFESSIONAL REQUIREMENTS
Several years of experience in a customer‑facing role (e.g. Customer Success, Account Management, Sales, Customer Service, Technical Support).
Solid understanding of Customer Success or comparable SaaS‑related account processes.
Technical affinity and understanding of CAD, BIM, or similar design and planning software.
Industry experience in AEC/O is an advantage.
Experience working with international customers and cross‑functional teams.
Very good written and spoken English.
SOFT SKILLS
Strong communication skills and confident, professional presence.
Analytical and solution‑oriented way of working.
High level of self‑motivation, ownership, and reliability.
Strong organizational and prioritization skills.
Ability to build trust and long‑term, strategic relationships with key stakeholders.