Customer Success

The Customer Success Manager (m/f/x) at comstruct is responsible for the onboarding of new clients and ensuring their ongoing success using our software. This role involves implementing the software, preparing and conducting onboarding sessions, and facilitating product usage throughout various projects. Additionally, the manager collaborates with users to define project scopes, collects and qualifies client feedback, and works with the sales team to identify expansion opportunities.

To be considered for the Customer Success Manager role at comstruct, candidates should have a minimum of 2 years of experience in a Customer Success, Support, or Enablement position, preferably in a B2B SaaS environment. Fluency in German and conversational English skills are also required. Familiarity with the construction industry is a plus, making it easier to engage clients effectively.

Our hybrid work model allows the Customer Success Manager at comstruct to work 50% of the time from our Munich office and 50% remotely. This flexible arrangement helps balance collaboration with the team while providing the freedom to work from home, accommodating both personal and professional needs.

Experience in a startup environment is crucial for the Customer Success Manager role at comstruct because it equips candidates with the skills to thrive in fast-paced, dynamic conditions. The ability to adapt quickly and efficiently to changing priorities and contribute actively to the company’s growth is invaluable in a young organization like ours.

At comstruct, new Customer Success Managers can expect to work closely with experienced team members, including our CRO, Julian Hufnagel. This collaborative environment offers mentorship and the opportunity to shape the customer success strategy, ensuring that you not only grow professionally but also contribute significantly to the company’s mission and vision.

When answering this question, highlight specific examples from your previous roles where you successfully onboarded clients. Discuss the strategies you used and how you ensured client satisfaction during the process. Emphasize your ability to tailor the onboarding experience based on client needs, which is essential for a Customer Success Manager at comstruct.

To effectively approach this question, share a specific instance where you dealt with a challenging customer. Describe your process for understanding their concerns, the steps you took to resolve the issue, and the positive outcome that resulted. This demonstrates your conflict resolution skills and commitment to customer success.

When responding, mention key performance indicators like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Churn Rate, and Customer Lifetime Value (CLV). Explain why each metric is important and how you would use them to enhance customer engagement and satisfaction at comstruct.

In your answer, provide specific strategies you’ve used to maintain client engagement. This might include regular check-ins, providing training and resources, or gathering feedback to improve their experience. Demonstrating proactive measures shows your dedication to the success of clients at comstruct.

For this question, discuss an example where your understanding of the client's needs and your product led to a successful upsell. Highlight the strategies you employed to present the opportunity and the value it added to the client, showcasing your sales acumen relevant to the Customer Success role at comstruct.

Present specific strategies you’ve successfully employed in the past, such as personalized communication, regular feedback collection, and ongoing training opportunities. Relate these strategies to how they can foster deeper relationships with clients at comstruct and improve their overall experience.

In your response, discuss the resources you utilize to stay informed on industry trends, such as webinars, conferences, and networking with other professionals. Highlighting your commitment to continuous learning will resonate well with the values at comstruct.

Illustrate a successful collaboration project, detailing your role, the objectives, and the outcome. Emphasize communication skills and how working across teams can enhance the customer experience at comstruct, reinforcing collaborative values.

Articulate your viewpoint on the importance of empathy in understanding client needs and addressing their concerns. Sharing your belief in putting yourself in the client's shoes will highlight your customer-centric approach, aligned with the ethos of comstruct.

Express your enthusiasm for growing with comstruct, perhaps by taking on more responsibility or leading initiatives that improve customer success metrics. Showcasing ambition while aligning it with the company’s goals conveys your long-term vision and commitment.