EMEA Customer Success Manager, airfocus

Join airfocus, a Lucid Software company, recognized by Kununu as a TOP 5% best-rated organization. We boast a 4.8 rating and 96% recommendation on Glassdoor - be part of our success story NOW!

airfocus by Lucid is the world’s first modular product management and roadmapping platform and is growing on all continents. 

We are an up-and-coming industry leader with a proven business model and first-class team. Now, with thousands of users from customers like Ricoh, Good Year, and Wago; it’s time to add fuel to the fire and further grow our team!

Why us? 

• You'll join a diverse and talented team, with plenty of opportunities for personal growth, impact, and learning
• airfocus by Lucid is a hybrid workplace that supports a healthy work-life balance. Employees have the flexibility to work remotely from anywhere in Germany or the Netherlands, from our offices in Hamburg or Amsterdam, or through a combination of both, depending on the role and team requirements.
• Flexible working hours
• Boost your personal development in an environment that encourages continuous learning
• Competitive compensation
• Learning and development budget
• Healthy (and non-healthy!) snacks and beverages on site
• Recurring virtual events and annual airfolks meet-ups

We are on the lookout for a talented Customer Success Manager who will be responsible for continuously driving value for our customers by ensuring smooth onboarding, providing top-notch support, promoting product adoption, communicating best practices and uncovering upsell opportunities. If you’re excited about customer success and look forward to joining a collaborative team working in a fast-paced, ever-evolving environment, you’ll be an ideal candidate for this role. 

Responsibilities:

• Take charge of the entire customer lifecycle, from initial setup to renewal.
• Develop and maintain strong relationships with key stakeholders to fully grasp their needs and guarantee their success.
• Participate in internal cross-functional projects. 
• Be the voice of the customer within the company by actively listening to and relaying user feedback.
• Create educational content for our help center and online resources to better support our users.
• Conduct online demos and training sessions.
• Collaborate with an account manager to secure customer renewals and identify potential upsell opportunities.
• Set up integrations and ensure seamless implementation within our clients' product organization.
• Actively engage in high-value/high-intent trials to support our sales team in acquiring new clients.

Requirements:

• 2+ years of experience in customer success, account management, or a similar client-facing role within a B2B software company.
• Strong communication skills—both written and verbal—in English and German. Additional language proficiency is a plus.
• A proactive and organized approach with the ability to manage a portfolio of ~30 accounts ranging from SMB to enterprise.
• Empathetic and customer-focused, with the ability to build strong relationships, drive engagement, and anticipate customer needs.
• A collaborative and adaptable mindset, with a positive attitude and the ability to thrive in a dynamic environment.
• Located in either Germany or The Netherlands.

Preferred Qualifications: 

• Experience in product management or similar is a plus.

#LI-MK1