Digital Customer Success Specialist - DACH Focus

About LumApps

LumApps is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and employees. Our platform is a proven leader in this dynamic market with a unique vision and product. It has been deployed by Fortune 500 clients worldwide and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and is regularly selected for the French Tech Next40/120 program.

✨ Strategic Expansion: LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Over the past year, backed by our shareholder Bridgepoint, we have been driving an ambitious phase in our journey to become the clear global leader in our market. With over 600 Lumies across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support enterprise clients around the world.

The Team & The Role

Following the recent merger of our platforms (LumApps & Beekeeper), our Global Scale Team is undergoing an exciting transformation. We manage a large, high-potential pool of SMB customers through a modern, data-driven, and highly automated digital-first approach.

Unlike a traditional CS team (1-to-1), we operate as a collective “pool of experts” where individual account assignments no longer exist. Each member is responsible for a specific operational pillar (such as AI automation, data and churn prevention, or “one-to-many” communications) to drive large-scale impact across our entire customer base.

We are looking for our 5th specialist. In this role, you will act as a Digital Customer Success Specialist dedicated to the DACH region. Working within an established framework, you will focus on high-quality daily execution: running regional playbooks, managing customer touchpoints at scale across the SMB pool, and providing structured feedback to help continuously optimize our automated journeys.

Your Missions

• Execute the DACH Defense Strategy (your specialization): Act as the regional execution lead for retention in the Scale Team. You will leverage your German and Swiss German language skills to roll out, test, and adapt culturally relevant "Defense Playbooks" (re-engagement campaigns, weak signal response) to safeguard regional revenue across DACH accounts.

• Run & Refine Data-Driven Playbooks: Monitor customer health indicators and telemetry in Planhat (Weekly Active Users, Health Scores). You will systematically execute automated playbooks for at-risk and healthy accounts across the Scale pool while sharing operational insights with the team to refine them.

• Handle Inquiries & AI Collaboration: Process incoming customer requests via Zendesk in close collaboration with our upcoming "AI CSM Scale Agent". You will leverage AI-generated drafts to deliver fast, personalized responses at scale, providing continuous feedback to improve the AI's accuracy and workflows.

• Generate Revenue Opportunities Across the Pool (CSQLs): Proactively spot expansion and cross-sell signals on any client within the global Scale portfolio (no restricted assigned cohort). Using guided SPIN methodology frameworks, you will qualify signals from any Scale account into Customer Success Qualified Leads (CSQLs) and hand them over seamlessly to Account Managers.

• Deliver 1-to-Many Touchpoints: Guide client audiences toward self-sufficiency by hosting standard webinars, running automated campaigns, and promoting our Resource Center, "The Hive" community, and Pendo in-app guides.

What We Are Looking For

• Experience: 1 to 3 years of experience in Customer Success, Customer Support, Tech Support, or CS Operations within a B2B SaaS environment.

• Language Mastery: Native or Bilingual proficiency in written and spoken German is required, along with fluent English.

• Execution & Process Mindset: You excel at following structured operational procedures, executing with rigor and consistency, and providing constructive feedback to improve templates and workflows.

• Tech Fluency: Tech-savvy and comfortable navigating modern SaaS tools (e.g., Planhat, Zendesk, Pendo) and data-driven dashboards.

• Communication Skills: Clear, engaging communicator who feels confident hosting online webinars or 1-to-many presentations for customer groups.

Bonus Points

• Fluency in Swiss German is a massive advantage to engage with our client base in Switzerland.

• Familiarity with AI tools (Gemini, Gemini Notebook, Workspace Studio) for drafting or reviewing customer communications.

• Experience in hosting webinars or delivering online presentations.

• Impact & Continuous Improvement: You are excited to join a fast-paced Scale team where your daily field insights and feedback will directly help refine our operational playbooks.

💡 Why You’ll Love Working at LumApps (Krakow Hub)

We offer a collaborative environment where you will gain strong exposure to modern SaaS CS operations:

• 🏡 Hybrid work model (2 days/week at our Krakow office, flexible WFH policy)

• 🕒 26 days of paid annual leave

• 🛡️ Private medical insurance (fully covered for you, partial coverage for family members)

• 💳 Creative allowance & professional development support

• 💻 Top-tier equipment setup

• 🎉 Active team social life: Afterworks, team celebrations & seasonal parties

LumApps is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.