Customer Success Manager

🕒 May 28

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LumApps

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

👥 HR Tech

🤝 B2B

🔥 Funding within the last year

💰 Private Equity Round - LumApps on 2025-07

SaaS • HR Tech • B2B

LumApps is an Employee Experience Platform that provides a cloud-based intranet and communications solution to help organizations connect, engage, and empower employees through personalized content, internal communications, and collaboration tools. The company offers a SaaS product used by enterprises to manage onboarding, training, internal mobility, and personalized employee journeys, with a focus on improving engagement, belonging, and productivity across distributed workforces.

📋 Description

• Own and manage a portfolio of customers and be responsible for their overall success. • Partner with customers to understand their strategic goals, priorities, and desired business outcomes. • Work with them to build and execute on a success plan and key performance indicators. • Manage a portfolio of customers post implementation, focusing on growing adoption, ensuring retention, expansion and satisfaction. • Be the voice of your customers. • Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues. • Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline). • Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities. • Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done. • Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.

🎯 Requirements

• Experience in Customer Success, Consulting, Project Management, or Account Management in a SaaS environment is a strong plus • Fluent German and English are a must; Swiss German is a plus • Curiosity & Discovery: You ask sharp questions, dig into root causes, and enjoy understanding the customer’s context, goals, and constraints. • Communication & Active Listening: You communicate clearly with different stakeholders, actively listen, and can explain complex concepts simply. • Empathy: You understand customer needs and emotions, navigate tough conversations constructively, handle difficult situations, and set expectations with clarity and respect. • Business Acumen: You understand SaaS business drivers and can connect customer priorities with outcomes, value, and ROI. • Drive: You take initiative, are hands-on, and bring a proactive “frontline-first” mentality. • Results Orientation: You stay focused on impact; driving adoption, retention, and customer outcomes. • Organization & Planning: You are highly organized and structured, able to manage a customer portfolio, plan effectively, and prioritize time based on customer needs, business goals, and opportunities. • Resourcefulness: You’re creative and pragmatic in finding answers; leveraging internal experts, documentation, and tools to move things forward efficiently (including first experience using AI tools to accelerate your work).

🏖️ Benefits

• Hybrid work model • 25 days of annual leave • Pension Scheme Plan with 3 options to choose from • Afterworks, team celebrations & seasonal parties • Equipment