Customer Success Specialist; German Native Speaker

Puesto: Customer Success Specialist (German Native Speaker)
About Graitec Group   Graitec is a global leader in Building Information Modeling (BIM) solutions, designing and developing software that helps architects, engineers, and manufacturers design smarter and better. With over 30 years of innovation and an entrepreneurial spirit, we’ve tripled our revenue in just five years.
Our North Star is clear — accelerate the digital transformation of the AECO industry and model the future. We achieve this by growing our recurring revenue through innovative software and services that drive adoption, integration, and lasting value for our customers.
Our 800 experts across 30+ offices in 12 countries support more than 270,000 users worldwide. As a global Autodesk Platinum Partner, we combine world-class partnerships with our own cutting-edge software and services to drive performance and sustainability across the industry.
At Graitec, we move fast and think big. We collaborate across teams and borders, embrace diversity, and challenge ourselves to innovate every day. We believe in doing the right thing, breaking down silos, and making an impact together.
How we work:  Growth, Agility, Innovation, Responsibility
How we behave:  Ambition, Engagement, One Graitec, Positive Energy
Learn more about the Graitec Group:  
Overview   The Customer Success Specialist (CSS) - German Native Speaker, SMB manages a high-volume portfolio of SMB customers and is responsible for customer engagement, renewal execution, adoption and commercial opportunity identification across the customer lifecycle.
This is a scaled, execution-focused Customer Success role. The CSS combines proactive customer outreach, disciplined CRM management and data-led prioritisation to retain customers, increase adoption and identify growth opportunities efficiently.
Renewal Execution & Retention     Own assigned renewal activities and customer follow-up to support retention and recurring revenue
Prepare renewal inputs, validate customer information and complete timely follow-up
Identify renewal risks early, document them in CRM and elevate them through the agreed process
Portfolio Productivity & Execution     Deliver assigned activity, customer contact and portfolio-management targets
Meet customer contact, response-time, SLA and CRM compliance expectations
Prioritise daily workload according to renewal dates, customer risk, campaigns and manager guidance
Proactively identify and qualify upsell and cross-sell opportunities, creating and maintaining opportunities in CRM in line with the agreed process
Customer Communication & Collaboration     Communicate clearly and professionally with customers through phone, email and digital channels
Collaborate with Sales, Support and Solution teams to resolve needs and progress opportunities
Take ownership of assigned actions, customer commitments and agreed follow-ups
Customer Adoption & Engagement (Top Tier Customers)     Help customers realise value from Graitec solutions through onboarding, usage guidance and relevant resources
Monitor customer health, product usage and engagement signals to prioritise outreach
Execute scalable onboarding, adoption and customer education campaigns for assigned customers
Process Discipline & Digital Execution     Follow standardised renewal, engagement and customer lifecycle processes
Execute assigned playbooks, digital campaigns and automated customer journeys consistently
Use approved automation and self-service tools, and share improvement ideas with the manager
CRM, Forecasting & Opportunity Management     Maintain accurate renewal status, customer activity and risk information in CRM
Create and maintain qualified upsell and cross-sell opportunities in line with the agreed process
Use portfolio, usage and engagement data to prioritise…