Customer Success Specialist

**About the role**:
At magicplan, we believe restoration work runs best when the field and the office stay connected. We’re building a complete, easy-to-use system that helps teams capture what’s happening on-site and turn it into clear scopes, documentation, estimates, and approvals - all without the extra steps.

Today, thousands of restoration teams rely on magicplan to keep jobs moving, cut down delays, and stay organized. By making field data usable the moment it’s captured, we give pros the clarity they need to focus on what matters most - getting the work done right.

To strengthen our European team, we are looking for a Customer Success Specialist (M/F/d) based in Munich. In this role, you will be the first point of contact for our customers and partners - from answering technical questions to leading product training sessions.

**What you'll do**:

- ** Commercial Ownership**: Manage contract renewals and identify opportunities for expansion by understanding customer needs, growth potential, and product usage gaps.
- ** Onboarding & Training**: Conduct onboarding sessions for enterprise customers and present new product features.
- ** Technical Support**: Analyze technical issues, identify root causes, and collaborate closely with our Product team to provide effective solutions.
- ** Customer Feedback**:Share valuable insights from customer interactions with the Product team to continuously improve our solution.

**About You**:
Although we are looking for a passionate, purpose-driven individual rather than a 100% match of the job description, there is an important skill set for this role.
- **
Experience**: 3-5 years of experience in Customer Support, Customer Success, or Technical Support.
- ** Communication Skills**: Clear, professional, and empathetic in both written and spoken communication.
- ** Team Player**: Collaborative mindset with the ability to work effectively across departments.
- ** Analytical Thinking**:Structured, creative, and detail-oriented approach to problem-solving.
- ** Organizational Skills**: Able to manage multiple priorities efficiently.
- ** Adaptability**:Comfortable working in a dynamic environment with changing priorities.
- ** Tech-Savvy**:Curious and eager to learn new tools and processes.
- ** Presentation**:Confident in hosting training sessions and customer meetings.

NICE TO HAVE
- University Degree or equivalent professional experience.
- German: Fluency at C1-C2 level (CEFR), with the ability to communicate professionally and precisely in both written and spoken form
- English: Proficiency at a minimum B2 level
- French: Considered a plus
- Experience with helpdesk and remote support tools (e.g. HubSpot, Aircall, AskElephant, Stripe).
- Background in SaaS and experience supporting customers with software usage and troubleshooting.
- Knowledge of the restoration industry is an advantage.

**Why us?**:

- ** Competitive Compensation** - Your expertise is rewarded with a solid base salary, plus eligibility for bonus or commission opportunities.
- ** Family First**- Support for daycare expenses, and a culture that truly respects your evenings and weekends.
- ** Time Off That Counts** - 29 vacation days and up to 90 days of workation in Europe — recharge where and how it suits you best.
- ** Commute Made Easy** - A subsidized Jobticket to make getting around smoother and greener.
- ** Flexibility & Autonomy** - Work in a hybrid, async-friendly culture that values ownership and trust over constant supervision.
- ** Learning & Development** - Dedicated time and budget to invest in your personal and professional growth.
- ** Global Collaboration** - Be part of a capable, collaborative, and multinational team across Germany, France, Canada, and the U.S., building a product used by hundreds of thousands worldwide.

At magicplan, we believe that diversity is our strength. We foster an inclusive environment where every voice is heard and everyone can reach their full potential.

Join our team and help us rethink the future of the restoration industry

**About magicplan**:
At magicplan, we are revolutionizing how professionals in restoration and renovation operate. With over 25 million app downloads, we’re a global leader in mobile sketching, floor planning, reporting, and estimating solutions.
We leverage modern technologies to streamline complex field workflows - from mobile data capture to real-time reporting and estimation. We integrate AI-powered features to help users work faster, reduce errors, and make better decisions on the job.

Our goal is to empower professionals with tools that feel intuitive, save time, and enhance the quality of their work.