23 days ago

Logo of Plancraft

Customer Success Operations Manager (f/m/d)

Plancraft

Hamburg, GermanyRemote Hybrid

Customer Success Operations,CS Ops,RevOps,Revenue Operations,CS Specialist,Customer Success Operations Specialist,GtM Strategy,Salesforce,CRMDigitizing contractor companies? We love it.

We are plancraft - and we are passionate about revolutionizing the craft & construction industry with our straightforward software. Our vision is nothing less than to become Europe’s number one contractor operating system. With the backing of Europe’s top investors, we provide a leading SaaS solution that simplifies the management and operations in crafts businesses. On our mission we are always guided by our values: being ## stoked about what we do, achieving things ## together as a team and being ## downttoearth.

Do you have a passion for process optimization, automation, and data-driven decision-making? Then this role is for you! As a Customer Success Operations Manager at plancraft, you will play a crucial role in scaling our customer success function and ensuring our customers receive a seamless, value-driven experience. You will design and refine customer success processes, implement automation to improve efficiency, and drive actionable insights to increase retention and expansion revenue.

Key Responsibilities:

Customer Success Process Optimization:
  • Design and improve customer journey workflows (onboarding, adoption, renewal).
  • Streamline processes to enhance retention and growth.
Data & Analytics:
  • Build and maintain a customer health scoring model.
  • Provide actionable insights through dashboards and reports.
Automation & Technology:
  • Implement automation to reduce manual work for CSMs.
  • Manage and optimize the CS tech stack.
Cross-Functional Collaboration:
  • Align with Sales, Product, and RevOps to enhance customer experience.
  • Ensure smooth handoffs between pre- and post-sales teams.

Must Haves

  • 2+ years of experience in CS Operations, Sales Operations, RevOps, or a related role in a SaaS (or similar) environment.

  • Strong analytical skills and a data-driven mindset.

  • Experience managing and optimizing Customer Success processes, including segmentation, health scoring, and renewal forecasting.

  • Hands-on experience with Customer Success platforms and CRM tools.

  • Experience with process automation tools (e.g., Zapier, make.com, CRM workflow builders).

  • Strong operations management skills with a desire to scale and optimize processes.

  • Excellent communication and stakeholder management skills; ability to collaborate across functions (e.g., Sales, Product, RevOps).

  • Language skills: German (C1) and English (B2).

  • Willingness to work regularly on-site in our Hamburg office (## LI-Hybrid).

Nice to Haves

  • Experience working in an international SaaS business.

  • Background in a startup or high-growth environment.

  • Familiarity with SQL or data visualization tools (e.g., Looker, Tableau).

  • Understanding of Revenue Operations and Go-to-Market strategy alignment.

Performance Expectations

We embrace transparency and want to communicate our expectations from day one. We’ll know you’re successful in this role if:
  • You implement a customer health score model that provides early churn & expansion signals.
  • You develop and automate onboarding and renewal workflows, reducing manual effort for CSMs.
  • The CS tech stack is optimized and fully adopted by the Customer Success team.
  • Leadership has clear, data-driven visibility into retention and expansion trends.
  • CSMs are enabled with playbooks and insights that improve customer interactions and retention rates.
Join us not only for a job, but for a mission!
  • Our Team: We are a team of passionate, committed individuals who are determined to realize our vision.
  • Influence: Take direct responsibility and have a say in a flat-hierarchy company.
  • Dynamics: Experience the agility of a startup in its early days, learn continuously, and build tomorrow’s craftsman software today.
  • Growth: We foster a culture of direct feedback, continually exchanging knowledge and using today’s lessons to shape tomorrow’s success.
  • Top-Tier Technology: Hardware at the highest level: You get a MacBook and top over-ear headphones
  • Location: Our central office is located in Hamburgs vibrant Schanze district.
  • Holidays: Your well-being is important to us. That’s why we offer you 30 vacation days, plus December 24th as an additional day off every year.
  • Benefits: Enjoy perks like subsidized mobility (25% off Deutschland Ticket, a BahnCard 25 or JobRad) and Wellbeing offers (Urbans Sports Club membership). Plus participate in regular company-wide team events and off-sites.
  • Relocation bonus: We provide financial support for your move to Hamburg if your role is needed to be on-site.
  • International environment: We are a team made up of different nationalities, so our company language is English.
WE WANT YOU!