Manager, Customer Success

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: graitec-group.com/graitec-a-global-player

About the Team Hiring:

The Customer Success team manages the end-to-end customer lifecycle, from onboarding and adoption through retention and expansion. The team ensures smooth coordination with internal departments and customers, maintaining strategic alignment, operational efficiency, and delivering measurable business outcomes at every step.

Overview:

The Manager, SMB Customer Success & Operations leads a high-volume Customer Success team focused on retention, renewal execution, adoption, customer engagement and operational excellence across Graitec's SMB customer base. This position requires an operations-minded leader who can manage volume, productivity, team capacity, KPI execution, process adherence and continuous improvement.

KPI-led operator: Comfortable managing productivity, activity levels and quality in a high-volume environment

Scale mindset: Able to design repeatable motions for thousands of customers, not only bespoke engagement

Customer outcome focus: Balances operational efficiency with retention, adoption and customer value

Automation friendly: Actively looks for ways to reduce manual work and improve team capacityCustomer

Retention & Renewal Execution

• Lead the team responsible for customer retention, renewal performance and recurring revenue
• Drive proactive renewal planning, quote readiness and timely follow-up
• Identify renewal risks and ensure mitigation actions are executed

Operational Performance & Productivity

• Drive team productivity, capacity utilisation and operational performance
• Monitor customer contacts, activity levels, SLA adherence and CRM compliance
• Manage workload distribution and capacity planning across the team

Team Leadership & Coaching

• Recruit, coach, develop and retain a high-performing team
• Set clear expectations and accountability frameworks based on KPIs and quality standards
• Run regular performance reviews and coaching sessions

Customer Adoption & Engagement (Top Tier Customers)

• Ensure customers achieve value from Graitec solutions
• Monitor customer health, usage signals and engagement levels
• Drive scalable onboarding, adoption and customer education initiatives

Process Excellence & Automation

• Standardise renewal and engagement processes across the SMB motion
• Ensure consistent execution of playbooks and campaigns
• Identify opportunities to simplify work, reduce manual tasks and scale automation

Data, Forecasting & Business Management

• Monitor portfolio performance through renewal forecasts
• Ensure CRM data integrity, pipeline hygiene and process compliance
• Analyse trends and recommend actions to improve retention, adoption and efficiency

Responsibilities:

• Proven experience leading high-volume customer-facing or operational teams
• Strong background in Customer Operations, Customer Success, Renewals, Inside Sales, Contact Centre, Shared Services or BPO environments
• Success managing teams through KPI frameworks, productivity metrics and operational performance programmes
• Experience with workload distribution, capacity management and performance optimisation
• Strong analytical and data-driven decision-making skills
• Track record of improving efficiency through process optimisation, automation and scalable engagement models
• Experience with SaaS, subscription-based or technology businesses is an advantage

Interview Process: At Graitec, we’re proud to foster a diverse and inclusive workplace.

We value our employees for who they are and the contributions they bring, encouraging everyone to be their authentic selves at work. This diversity helps us better serve the wide range of customers and markets we operate in. We welcome applications from all backgrounds and assess candidates solely on their skills and ability to succeed in the role.

Graitec uses AI to support and streamline internal processes; however, all application reviews, screening, and hiring decisions are made solely by our Talent Acquisition team and hiring managers.

• Application – Submit your CV and application via Graitec Careers.
• HR Screening – An initial “get to know you” discussion.
• Hiring Manager Interview – Role-specific discussion with the manager.
• Peer / Stakeholder Interview – May include a presentation or collaborative exercise.
• Final Interview – Conversation with the Business Unit Leader