Customer Success Manager

Einleitung

The Mission: Pioneering the Digital Shift at Elektronik Printing

Elektronik Printing has long been the gold standard for professional printing services in the German and Austrian funeral industry.

Today, we are entering a high-impact new chapter. Following our acquisition by Simplifia, we are spearheading a bold strategy to digitalize the DACH funeral market.

By integrating our game-changing EPOS platform, we aren't just evolving, we are revolutionizing the DACH funeral market.

We are merging 30 years of trust with disruptive technology to transition from a traditional partner into the undisputed digital leader, setting a new gold standard for the entire industry.

EPOS, what is that? It’s a comprehensive SaaS ecosystem designed specifically for the funeral industry. It consists of three major pillars:

• The Management Software: A professional platform that helps funeral directors manage their activity. It’s designed to make their work easier, more efficient, and more modern.
• The Digital Showcase (Growth Tools): Beyond management, we provide tools to help funeral homes increase their visibility and reputation online.
• Family Services: A digital and human support ecosystem to simplify post-death administration and provide meaningful tools for remembrance.

As a Customer Success Manager, you are the heartbeat of this project. You are joining us at a foundational level as the central point of contact for our clients and the conductor of our digital transformation.

Your mission is to build deep, lasting relationships while designing the core processes and methods that ensure absolute customer satisfaction. You are not just joining a team; you are the key architect shaping our future operations and the driving force behind the success of our product launches in the DACH market

Ihre Aufgaben

  Key Responsibilities

1. Onboarding & Project Management

• Guide the Transition : Lead the implementation of EPOS digital solutions for our existing and new B2B clients.
• Process Design: Beyond managing clients, you will design the workflows, onboarding journeys, and internal procedures that will become the standard for our digital department
• Training Excellence : Conduct personalized training sessions to ensure funeral directors and their staff are confident using our software.
• Goal Alignment : Ensure the software setup reflects the specific operational needs of a German/Austrian funeral home.

2. Ongoing Support & Satisfaction

• Technical Support : Serve as the day-to-day functional expert, responding to client requests via phone, email, and chat.
• Issue Management : Identify and resolve level-1 technical incidents, acting as the bridge to the specialized product teams.
• Proactive Success : Monitor "Account Health" to identify clients who aren't fully utilizing the tools and step in to help before they become dissatisfied.

3. Strategic Account Management

• Relationship Building : Maintain the high level of trust Elektronik Printing is known for through regular follow-ups and business reviews.
• Growth Identification : Detect opportunities for clients to benefit from additional Simplifia modules (upsells) and share these insights with the Sales team.
• Operational Excellence: You will have a seat at the table to decide how we scale our support and success functions, turning your daily field experience into company-wide strategy.

Ihr Profil

Your Profile

• Industry Mindset : You understand that our clients operate in a sensitive industry; you possess high empathy, patience, and professional communication skills.
• SaaS Experience: You have a 2 to 5 years background in Customer Success, Project Management, or Technical Support, ideally within a software environment.
• Organizational Talent: You are autonomous and capable of managing multiple client rollouts simultaneously.
• Tech-Savvy: Comfortable navigating CRM systems (like HubSpot) and modern workspace tools.
• Language: Native German is essential. Fluency in English is required for collaboration with the Simplifia team in France.

Wir bieten

• Stability meets Innovation: Work for a well-established company with a solid reputation while enjoying the energy of a tech-focused market launch.
• Impact: You will be a founding me mber of our digital success team, directly shaping how the DACH funeral industry modernizes.
• Direct Growth: A cross-functional role with significant visibility and the opportunity to travel across Germany and Austria.

Weitere Informationen

Recruitment process

• Call with Lucas, our Head of Recruitment
• Business case and Interview with Kevin our International Sales Director and Jean-Philippe our Head of Customer Success
• A meeting with Stefan, General Manager and the Elektronik Printing team
• A last interview with our Commercial Director DACH