Implementation & Customer Success Manager

Ready to turn digital transformation into real customer outcomes? Join Synmatch AI’s client, a leading ECM/DMS platform provider in Germany helping mid sized companies eliminate paper chaos and digitize document and business processes. With 30,000+ daily users and strong market demand, the company is growing and looking for hands on people who deliver real change for customers.

This role is not classic Customer Success. You’ll take the baton from Sales and lead projects from kickoff to go live: analyzing customer processes, configuring the platform, coordinating integrations (e.g., DATEV/Lexware via partners), and running structured remote trainings. You’ll manage a portfolio of customers with proactive health checks and workshops around automation features, while also keeping an eye on your own billable revenue.

What you will do as an Implementation & Customer Success Manager...

• Take over new customers post signature via CRM and run a structured project kickoff (scope, expectations, next steps)

• Analyze and document customer processes (accounting, contract management, inbound mail, etc.) and implement them in the ECM/DMS platform

• Coordinate project timelines and stakeholders (internal teams, external partners, integration providers)

• Deliver remote Basic & Advanced trainings using a structured training environment

• Manage ~10 customers per person with proactive health checks, automation/AI feature workshops, and occasional up/cross-sell impulses

• Invoice your own delivered services and track monthly revenue

What we are looking for…

• Proven, practical experience in ECM/DMS (typical workflows, requirements, challenges)

• Hands-on, execution-first mindset; comfortable learning through iteration

• Strong empathy and customer proximity; able to work with executives, IT leads, and admin teams

• Independent project ownership and accountability

• Commercial mindset and comfort owning service revenue

• Strong Communication skills in German (At least C1)

Desirable (but not required):

• Training/workshop facilitation experience

• Familiarity with tools like Miro, Google Docs, CRM/project tools

• DATEV or Lexware interface knowledge

• KPI experience (billable hours, churn, CSAT, etc.)

Benefits and perks…

• €45,000-€60,000 fixed salary (depending on experience)

• 100% remote contract (optional office access in Oldenburg)

• Flexible working hours, pension plan, modern hardware

• Monday dedicated to learning and alignment; rest of the week focused on customer delivery

• Collaborative team and a product solving real problems with strong AI focus