Customer Success Operations Manager (f/m/d)

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 ().
  
  

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 [email protected]