Customer Success Manager

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 

In the Customer Success Organization, keeping and delighting our customers is our most important tasks. We understand driving continuous adoption of Graitec IP and Autodesk technology is paramount to a successful engagement with our customers and as such we have created a Customer Success Team focused on increasing adoption of our solutions, ensuring our customers are successfully meeting their business goals.

Drive customer retention, product adoption, and satisfaction by leveraging key skills in customer engagement, solution enablement, and value delivery. This role focuses on outcomes rather than tenure, ensuring every customer interaction is guided by capability, agility, and impact. 

Client Success Planning & Strategic Alignment: 

• Co-create Client Success Plans (CSPs) that align Graitec technologies with client outcomes.
• Facilitate quarterly Impact Review Calls (IRCs) to assess progress and value delivery.

Customer Engagement & Relationship Management: 

• Build trusted advisor relationships with assigned accounts (1:100 ratio).
• Lead onboarding and adoption journeys for new solutions.
• Act as the customer’s voice internally, advocating for their needs and feedback.

Renewals & Growth Enablement: 

• Drive renewals across A/B segments in partnership with Account Executives.
• Identify upsell and cross-sell opportunities aligned to customer goals.
• Provide renewal quotes and manage timelines proactively.

Collaboration & Escalation Management: 

• Partner with Sales on territory planning and account strategy.
• Lead resolution of at-risk customer escalations through cross-functional collaboration.
• Contribute to the development of customer communication templates.

Operational Excellence & Data Stewardship: 

• Maintain accurate records of customer interactions and opportunities in Microsoft Dynamics CRM.
• Track and report on customer success metrics including ACV growth, onboarding rates, and NPS.

Customer Centricity & Advocacy: 

• Ability to understand customer goals and translate them into actionable success plans.
• Skilled in conducting strategic conversations and impact reviews.

Consultative Communication & Influence: 

• Strong verbal and written communication skills.
• Ability to present solutions, guide decision-making, and influence outcomes.

Solution Mapping & Value Realization: 

• Capacity to match Graitec and Autodesk solutions to customer challenges.
• Skilled in identifying opportunities for technology expansion.

Collaboration & Cross-Functional Coordination: 

• Proven ability to work across matrixed teams to deliver customer outcomes.
• Skilled in managing multiple stakeholders and priorities.

Agility & Problem Solving: 

• Comfortable navigating ambiguity and adapting to change.
• Creative problem solver with a proactive mindset.

Digital Fluency & CRM Proficiency: 

• Proficient in Microsoft Office and Dynamics CRM.
• Able to manage data, track metrics, and report insights.

Performance Indicators: 

• Delivery of Client Success Plans
• Customer retention and satisfaction (NPS)
• Onboarding activation and usage rates
• Renewal rate achievement
• Upsell and cross-sell success
• ACV growth
• Resolution of at-risk accounts
• Quality of strategic account planning and IRCs

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.