Guide customers through the onboarding journey, including setup, configuration, and train-the-trainer sessions
Own and manage assigned customer accounts post-signing, building strong, lasting relationships
Identify opportunities for growth, adoption, and renewal, collaborating with Sales on upsell initiatives
Deliver tailored training sessions to meet individual customer needs
Communicate with customers in a timely, clear, and professional manner, in both English and German
Provide hands-on support, troubleshoot issues, and collaborate with internal teams to drive resolution
Contribute product expertise to support the wider team as needed
Prioritize customer interactions and tasks based on account size, strategic value, and business impact

A naturally people-oriented individual who enjoys connecting with customers and building strong, lasting relationships
Proven experience as a Customer Success Specialist
preferably in a dynamic SaaS environment
A background or solid understanding of information technology, gained through education, experience, or hands-on work
Strong communication skills in German and English (written and spoken)
A confident communicator who can explain technical concepts in a clear and simple way
Customer-focused, with the ability to advocate for users while setting clear and realistic expectations
Comfortable working across both customer success and support, and able to adapt quickly to changing priorities
Skilled at managing multiple accounts and balancing competing priorities effectively

A fast-paced, international, and collaborative work environment
A challenging and diverse role with high autonomy
A motivating and supportive team culture where your ideas matter
Excellent opportunities for personal and professional growth
Regular team events and the chance to work from another Luware office for up to a month through our exchange program

Customer Success Specialist

Key skills