Implementation, Customer Success Manager
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Job Description
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.
Responsibilities:
- 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:
- 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:
- 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
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