Customer Success Manager (all genders)

## Your mission

You own the human side of every account. Customers come to PartsCloud on a six-month free trial. We earn the conversion, it is never automatic. And you are the one who turns a trial into a paying, expanding customer.

You build the trust, lead the change, and prove the business value that moves an account from “interesting” to “we can’t work without this.” You own adoption, the business case, trial-to-paid conversion, and net revenue retention.

You are also an early builder of Customer Success at PartsCloud, working directly with the founders, creating the playbook from scratch, and deciding whether our trial model becomes a real, growing business.

Your team: Every account is a two-person team. The Forward Deployed Engineer owns the data, the ERP integration, and Time-to-Value. You own the relationship, the value story, and the commercial outcome. One shared onboarding plan, one target date. Clean seams: you never touch data prep, the FDE never manages the relationship. When the FDE delivers a first result, you turn it into business value the sponsor can see.

## What You’ll Be Working On

## Trial-to-Paid Conversion

• You set the decision date early, drive conversion readiness, and ask for the close.
• A trial drifting toward its end without a decision is a failure you prevent, not a situation you manage.
• You already have the sponsor lined up and the committee prepared well before the deadline arrives.

## Net Revenue Retention

• Renewals and expansions (more sites, more SKUs) grow because the value is proven and visible and because you’ve multi-threaded across the account.
• When a key contact leaves mid-trial, the deal doesn’t stall. Because you built the map before you needed it.

## The Business Case

• You turn a technical result into euros: less safety stock at the same service level, validated with the customer’s own team.
• The sponsor can see it. The committee can approve it. You made it real.

## Adoption That Sticks

• You lead people through replacing decades-old routines and build trust in AI-supported planning.
• When a planner double-checks every AI suggestion, you don’t argue the algorithm, you keep their judgment in charge and prove the value on ten parts they know well, until trust grows.

## The Stakeholder Map

• Champion, economic sponsor, actual users, mapped and multi-threaded from day one.
• You hold the tough conversation with an executive and keep it grounded in outcomes.

## Customer Intimacy & Early Risk Detection

• You know your stakeholders as people. You listen actively and surface the real fears and pains before they become risks.
• You read the signals and flag a slipping account before it shows up in the numbers.

## The Customer’s Voice in Product

• You push hard, on eye level, for what customers actually need, with evidence, until it’s prioritized or solved another way.

## Who We’re Looking For

## Must-have:

• A service-minded, customer-obsessed operator. We hire for attitude over years on a CV, though you’ll likely have run real customer relationships before.
• Genuine passion for sales: comfortable with conversion pressure and asking for the close, balanced by the patience to build trust and adoption that lasts.
• A great active listener with real empathy. You build deep relationships and uncover what people actually fear and want.
• A change leader who has moved skeptical, experienced teams onto a new way of working.
• Calm and credible with executives; you hold a tough conversation and keep it grounded in outcomes.
• Fluent in German and English.

## Nice-to-have:

• Post-sales, Customer Success, or implementation experience in B2B; exposure to industrial, manufacturing, or supply-chain customers.
• Enough comfort around technology to stay credible in the room. You do not need to be technical. Your FDE owns the data and the system, which frees you to stay entirely on the customer.

## Your north-star metrics:

• Trial-to-paid conversion rate and Net Revenue Retention.
• Supporting signals: stakeholder coverage (champion + economic sponsor engaged), business-case status (draft → validated → approved), decision date set, adoption depth, at-risk accounts caught early.

## Not Quite Your Thing?

• You have no passion for sales and are uncomfortable with conversion pressure or asking for the close.
• You wait for tickets instead of proactively steering accounts.
• You hide behind technical detail instead of leading the relationship and the value story.
• You want to do the data and extraction work yourself. That’s the FDE’s lane.
• You single-thread on one friendly contact and avoid executives and hard conversations.
• You optimize for being liked over being honest about risk and driving the decision.

If two or more of these feel like you, this isn’t the right role and that’s okay. We’re not for everyone, and that’s intentional.

## Why You’ll Love This Role

• **Ground-floor ownership.** You’re an early builder of Customer Success at PartsCloud, working directly with the founders, creating the playbook from scratch. This is a rare founding-team seat in one of the most ambitious supply-chain companies coming out of Stuttgart.
• **Real impact on revenue.** Your work directly decides whether trials convert and customers stay, grow, and succeed. Conversion and NRR are yours to own, not metrics someone else manages.
• **Competitive salary with meaningful variable upside** tied directly to trial-to-paid conversion and net revenue retention, plus participation in our **Virtual Stock Incentive Plan (VSIP)**. When PartsCloud wins, you own a piece of it.
• **On-site in Stuttgart** at the BOSCH AREAL in the city centre, with flexible hours. Full equipment (MacBook and whatever you need), WELLPASS, and regular team off-sites.

## The Tools You’ll Be Using

• **PartsOS** — to understand what your FDE built and what the customer is seeing
• **HubSpot + Gong** for account management and customer health
• **Claude, ChatGPT, n8n** for workflow automation
• **Notion, Teamwork, Slack** for collaboration

## Ready to Be Part of Something Big?

You find energy in helping people change. You’re comfortable holding the value conversation with a skeptical executive on Monday and coaching a nervous planner through a new workflow on Tuesday. You know that earning trust is the job, and that conversion follows from it.

If you’ve turned around a difficult account or a stalled renewal, we want to hear about it. Apply and tell us the story.