Customer Success Manager

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Lobster

WebsiteLinkedInAll Job Openings

201 - 500 employees

The Lobster Group develops and sells no-code software solutions: Lobster_data for intelligent data integration (e.g. EDI & EAI, API management, workflow orchestration, ETL/ELT, IoT & Industry 4.0), Lobster_pro for business process automation (e.g. process optimisation, E2E process transparency, track & trace) and Lobster_pim for consistent product data management (central data repository, multilingualism, export via all digital channels). We are taking an entirely new technological approach, which no longer treats data and processes as separates but integrates them as one. Lobster’s mission? To connect people, systems and things, inspire employees to embrace digitalisation and help businesses realise their digital transformation goals.

📋 Description

• Manage and grow customer relationships • Manage and strategically develop a defined portfolio of existing customers • Build and maintain long-term, trust-based customer relationships • Coordinate onboarding processes and ensure a structured handover from Sales • Plan and deliver workshops, training sessions, and presentations to ensure successful adoption and use of our software solution • Advise customers on the optimal use of the Lobster Data Platform within their business processes • Secure retention & drive growth • Analyze usage, maturity, and development potential within existing customer relationships • Early identification of risks and initiation of measures for churn prevention and win-back for at-risk or inactive customers • Support contract renewals and actively contribute to long-term customer retention • Identify and develop cross-selling, upselling, and expansion opportunities — including those arising from new releases and features • Collaboration & processes • Work closely with implementation partners to identify additional value and growth opportunities for end customers • Closely coordinate with internal teams such as Services, Finance, Presales, Sales, Product Management, Development, and Partner Management • Systematically capture and communicate customer feedback to continuously improve our products and services • Maintain and update customer-relevant information in the appropriate systems

🎯 Requirements

• Experience in Customer Success, Account Management, or a comparable customer-facing role in a B2B software environment • Strong customer focus and a solid understanding of structured onboarding, account management, and service processes • Basic technical understanding or a strong interest in technical topics, especially how software integrates into customers' existing architectures and processes • Ability to translate product developments, releases, and new features into concrete customer opportunities • Experience or interest in collaborating with partners and external service providers in a customer context • Good sense for customer retention, renewals, churn prevention, and win-back strategies • Ideally, understanding of logistics processes, supply chain concepts, or the requirements of companies in the logistics sector • Structured, independent, and solution-oriented working style • Confident communication with customers, partners, and internal stakeholders • Excellent German and good English skills, both written and spoken.

🏖️ Benefits

• Subsidized lunches in our in-house restaurant • A personal learning and development budget • Option to work from home up to 2 days per week • 30 days of vacation per year • 2 additional paid days off on Christmas Eve and New Year's Eve • Bike leasing through our partnership with JobRad • Weekly team evenings every Thursday with company-paid drinks • Company pension scheme (bAV)