Customer Success Specialist

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. 

Key Responsibilities: 

• Customer Relationship Management: Build trusted advisor relationships to support renewals and  adoption of Graitec IP and Autodesk solutions.
• Value Realisation: Guide customers to maximise value from their investments, ensuring full licence utilisation and identifying growth opportunities.
• Commercial Acumen: Apply deal economics and quoting skills to secure renewals under optimal conditions.
• Data-Driven Decision Making: Monitor customer usage, health indicators, and renewal timelines using CRM and analytics tools.
• Customer Communication: Execute high-volume, high-quality outbound engagement via email and phone.
• Digital Fluency: Use CRM and automation tools to document activity and enhance customer engagement.
• Customer Advocacy: Capture and relay customer feedback to inform product and service improvements.

Success Indicators: 

• Renewal and early renewal rates
• Upsell and cross-sell effectiveness
• Activation and usage rates
• Quality and completeness of customer data
• Customer satisfaction (CSAT, NPS)
• Graitec IP trial conversion

Skills & Capabilities Required: 

• Customer Engagement: Skilled in consultative communication, relationship building, and influencing outcomes.
• Sales Enablement: Ability to present solutions, prepare quotes, and coordinate across teams.
• Industry Insight (preferred): Familiarity with AEC, Manufacturing, or CAD markets.
• Product Knowledge (preferred): Experience with Autodesk or SaaS solutions.
• Lifecycle Management: Understanding of customer journey and success strategies.
• Collaboration: Ability to work cross-functionally with sales, support, and product teams.
• Problem Solving: Creative thinking to resolve customer challenges and drive satisfaction.
• Digital Tools Proficiency: CRM systems, MS Office Suite, automation platforms.

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.