Ready to turn digital transformation into real customer outcomes?
Join Synmatch AI's client, a leading ECM/DMS platform provider in Germany helping mid-sized companies eliminate paper chaos and digitize document and business processes. With 30,000+ daily users and strong market demand, the company is growing and looking for hands-on people who deliver real change for customers.
This role is not classic Customer Success. You'll take the baton from Sales and lead projects from kickoff to go-live: analyzing customer processes, configuring the platform, coordinating integrations (e.g., DATEV/Lexware via partners), and running structured remote trainings. You'll manage a portfolio of customers with proactive health checks and workshops around automation features, while also keeping an eye on your own billable revenue.
What you will do as an Implementation & Customer Success Manager...
- Take over new customers post-signature via CRM and run a structured project kickoff (scope, expectations, next steps)
- Analyze and document customer processes (accounting, contract management, inbound mail, etc.) and implement them in the ECM/DMS platform
- Coordinate project timelines and stakeholders (internal teams, external partners, integration providers)
- Deliver remote Basic & Advanced trainings using a structured training environment
- Manage ~10 customers per person with proactive health checks, automation/AI feature workshops, and occasional up/cross-sell impulses
- Invoice your own delivered services and track monthly revenue
What we are looking for...
- Proven, practical experience in ECM/DMS (typical workflows, requirements, challenges)
- Hands-on, execution-first mindset; comfortable learning through iteration
- Strong empathy and customer proximity; able to work with executives, IT leads, and admin teams
- Independent project ownership and accountability
- Commercial mindset and comfort owning service revenue
- Strong Communication skills in German (At least C1)
Desirable (but not required):
- Training/workshop facilitation experience
- Familiarity with tools like Miro, Google Docs, CRM/project tools
- DATEV or Lexware interface knowledge
- KPI experience (billable hours, churn, CSAT, etc.)
Benefits and perks...
- €45,000-€60,000 fixed salary (depending on experience)
- 100% remote contract (optional office access in Oldenburg)
- Flexible working hours, pension plan, modern hardware
- Monday dedicated to learning and alignment; rest of the week focused on customer delivery
- Collaborative team and a product solving real problems with strong AI focus