Customer Success Manager - Allplan

POSITIONS’ GOAL

The Customer Success Manager builds and nurtures strong relationships with a portfolio of global architecture and engineering customers, ensuring they achieve significant value from the company’s suite of 3D BIM software tools. The CSM is responsible for onboarding, product adoption, retention, and managing a quota for renewals, expansion, and cross-selling opportunities. This role serves as a trusted advisor, strategic partner, and commercial advocate, working closely with cross-functional teams to deliver customer and business outcomes.

TASKS

• Own all aspects of the customer relationship lifecycle (onboarding, training, periodic check-ins, solution adoption, and satisfaction tracking).
• Meet or exceed assigned renewal, expansion, and cross-sell quotas by identifying growth opportunities and negotiating renewals and expansions.
• Proactively forecast pipeline for assigned accounts and report progress to the Team Lead.
• Drive customer engagement and usage through tailored enablement plans, maximizing adoption of ALLPLAN BIM software solutions.
• Troubleshoot and resolve client issues, liaising with Support and Product teams for timely resolution.
• Gather and relay actionable customer feedback to Product/Engineering, championing continuous improvement.
• Advocate for customer needs internally and champion the voice of the client across the organization.
• Regularly analyse account health metrics, proactively managing risk of churn.  Collaborate with Sales on account planning, identifying opportunities for upsell and expansion.
• Deliver presentations, product demos, and training sessions virtually and occasionally onsite.
• Maintain expert knowledge of 3D BIM tools and workflows used by architects and engineers.

PROFESSIONAL REQUIREMENTS

• 3+ years in customer-facing roles Customer Success (preferred), Sales, Customer Service, Technical Support.
• AEC/O Industry experience including product knowledge of ALLPLAN and SCIA.
• Technical aptitude for CAD, BIM, or similar design software; able to understand client workflows and translate features to value.
• Exceptional communication and presentation abilities with a consultative, problem-solving approach.
• Strong organizational, forecasting, and pipeline management skills.
• Ability to connect and build meaningful relationships.
• Self-motivated and comfortable managing multiple client accounts across regions and time zones.
• Experience working with global customers and cross-functional internal teams.
• Confidence to act and drive positive outcomes.
• Business fluency in English, written and verbal.

SOFT SKILLS

• Strong communication skills and confident, professional presence.
• Analytical and solution‑oriented way of working.
• High level of self‑motivation, ownership, and reliability.
• Strong organizational and prioritization skills.
• Ability to build trust and long‑term, strategic relationships with key stakeholders.

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Diversity, equal opportunity and inclusion are essential parts of our company culture and key drivers of our collective success. We therefore welcome applications from people of all genders (m/f/d), nationalities, ethnic and social backgrounds, religions and beliefs, sexual orientations and identities, age groups, and people with disabilities. Regardless of marital status or any other legally protected characteristic, we provide equal employment opportunities for all.

Diversiteit, gelijke kansen en inclusie zijn essentiële onderdelen van onze bedrijfscultuur en belangrijke drijfveren voor ons gezamenlijke succes. Daarom verwelkomen wij sollicitaties van mensen van alle genderidentiteiten (m/v/x), nationaliteiten, etnische en sociale achtergronden, religies en levensovertuigingen, seksuele oriëntaties en identiteiten, leeftijden en van mensen met een beperking. Ongeacht burgerlijke staat of enig ander wettelijk beschermd kenmerk bieden wij iedereen gelijke kansen op werk.