OUR MISSION AT PLANCRAFT Digitizing 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. YOUR MISSION AT PLANCRAFT 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. YOUR PROFILE 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. WHY PLANCRAFT? 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 Hamburg's 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 About us Our values: stoked together humble For a first impression of us - take a look at our latest reels Do you have any questions before you apply? We are here for you - just reach out to peopleplancraft.de