LumApps

4 months ago

Digital Customer Success Specialist - DACH Focus

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Own customer retention execution across the DACH SMB pool as part of a “pool of experts” Scale Team. Run and refine data-driven defense playbooks using Planhat health metrics, process inbound requests via Zendesk with AI-assisted drafts, and qualify expansion signals into CSQLs using SPIN methodology. Deliver 1-to-many webinars and automated campaigns, improving journeys through structured feedback and insights.

Location: Krakow

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Execute the DACH defense strategy for retention using culturally relevant re-engagement and weak-signal response playbooks.
•Monitor customer health indicators and telemetry in Planhat, running automated playbooks for at-risk and healthy accounts.
•Process incoming customer inquiries via Zendesk in collaboration with the AI CSM Scale Agent, using AI-generated drafts and providing feedback to improve it.
•Identify expansion and cross-sell signals across the global Scale portfolio, qualify leads via SPIN methodology into CSQLs, and hand off to Account Managers.
•Deliver 1-to-many touchpoints through webinars, automated campaigns, and promotion of the Resource Center (“The Hive”) and Pendo in-app guides.

Pay and Benefits

Perks:Paid LeaveHealth Insurance

Key Requirements

•1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations in a B2B SaaS environment.
•Native or bilingual proficiency in written and spoken German, plus fluent English.
•Strong execution of structured operational procedures with rigor and consistency.
•Comfort working with modern SaaS tools and data-driven dashboards (e.g., Planhat, Zendesk, Pendo).
•Confidence communicating with customers, including hosting online webinars or 1-to-many presentations.

Experience:1-3 yearsB2B SaaSCustomer success

Skills:ExecutionProcess mindsetConstructive feedbackCommunicationWebinar presentation

Languages:GermanEnglishSwiss German

Tech Stack:PlanhatZendeskPendoSPIN methodologyGeminiGemini NotebookWorkspace Studio

Company Brief

LumApps

Provides a mobile-first employee communication and engagement platform connecting deskless and frontline workers with company news, shift management, workflows, and collaboration tools to improve internal communication and operational efficiency.

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Zurich, Switzerland

Founded: 2012

Website

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LumApps

4 months ago

Digital Customer Success Specialist - DACH Focus

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Location: Krakow

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Execute the DACH defense strategy for retention using culturally relevant re-engagement and weak-signal response playbooks.
•Monitor customer health indicators and telemetry in Planhat, running automated playbooks for at-risk and healthy accounts.
•Process incoming customer inquiries via Zendesk in collaboration with the AI CSM Scale Agent, using AI-generated drafts and providing feedback to improve it.
•Identify expansion and cross-sell signals across the global Scale portfolio, qualify leads via SPIN methodology into CSQLs, and hand off to Account Managers.
•Deliver 1-to-many touchpoints through webinars, automated campaigns, and promotion of the Resource Center (“The Hive”) and Pendo in-app guides.

Pay and Benefits

Perks:Paid LeaveHealth Insurance

Key Requirements

•1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations in a B2B SaaS environment.
•Native or bilingual proficiency in written and spoken German, plus fluent English.
•Strong execution of structured operational procedures with rigor and consistency.
•Comfort working with modern SaaS tools and data-driven dashboards (e.g., Planhat, Zendesk, Pendo).
•Confidence communicating with customers, including hosting online webinars or 1-to-many presentations.

Experience:1-3 yearsB2B SaaSCustomer success

Skills:ExecutionProcess mindsetConstructive feedbackCommunicationWebinar presentation

Languages:GermanEnglishSwiss German

Tech Stack:PlanhatZendeskPendoSPIN methodologyGeminiGemini NotebookWorkspace Studio

Company Brief

LumApps

Industry: HR Tech

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Zurich, Switzerland

Founded: 2012

Website