Customer Success Manager with German

About the role

VM.PL is an IT company based in Wrocław with over 20 years of experience in the market. We work with clients across various industries, including e-learning, energy, finance, manufacturing, and logistics, delivering projects and developing long-term client partnerships, including in the DACH region. We operate in an international environment, focusing on direct communication, partnership-based relationships, and a high level of autonomy.

We are looking for someone with business experience who wants to combine technical, project management, and relationship-building skills in their work with clients. In this role, you will be responsible both for developing cooperation with assigned clients and for supporting the team delivering services to them.

As a Customer Success Manager, you will build long-term, partnership-based relationships with clients and ensure a high quality of cooperation at every stage. You will combine the perspectives of the client, the team, and the business: identifying needs and risks, expanding the scope of cooperation, and taking responsibility for the profitability of the projects you manage.

Your responsibilities

• Managing relationships with assigned clients and acting as a VM.PL ambassador on the client side

• Ensuring client satisfaction, the quality of delivered services, and the development of cooperation

• Identifying client needs and potential, preparing Account Plans, and proposing new services in the areas of nearshoring, consulting projects, and IT project delivery

• Conducting business discussions and negotiating the scope of cooperation and rates

• Monitoring project profitability and taking responsibility for achieving business objectives

• Identifying project risks, resolving issues, and taking preventive actions

• Coordinating cooperation with the project team, gathering feedback, and ensuring an efficient flow of information

• Conducting regular meetings focused on ongoing work and the development of team members

• Recruiting new team members, organizing onboarding, and supporting the salary review process

• Updating contracts, managing formal matters, and handling financial settlements with clients

Requirements

• Experience working with business clients, for example in customer success, sales, account management, project management, or B2B customer service

• Practical understanding of the technology environment or IT project delivery; a technical background is an advantage

• Polish, German, and English at a level allowing you to independently conduct business communication; C1 or higher is preferred

• Experience in developing client relationships and identifying their business needs

• Communication skills enabling you to handle difficult conversations, negotiations, and constructive problem-solving

• Ability to balance the perspectives of the client, the team, and project profitability

• An entrepreneurial mindset and a proactive approach to identifying opportunities for your own development, the organization, and the client

• Independence, strong organizational skills, and accountability for your work

• Readiness to manage a project team and support its development

• Practical interest in AI-related topics

• Category B driving licence and willingness to travel to Wrocław, where our headquarters are located, as well as to clients in the DACH region

Nice to have

• Knowledge of the manufacturing and/or logistics industry

• Experience working with large organizations or corporate clients

What we offer

• Remote work with visits to our office in Wrocław and business trips to clients

• Clear communication and a flat organizational structure – no unnecessary hierarchy and easy access to decision-makers

• An individual development path – we plan your development together and provide the necessary training, certifications, and knowledge-sharing sessions, with a strong focus on developing AI competencies

• A supportive team – we value openness, mutual support, and trust

• Engaging projects – work on interesting and meaningful solutions across various industries, such as e-learning, energy, finance, manufacturing, and logistics

• International teams and clients – develop your English and German in practical project and business situations

• Language classes – company-funded English and German lessons at every level, including classes with native speakers

• Benefits package – LuxMed private healthcare, Unum life insurance, and a Multisport card

• A strong focus on integration and wellbeing – regular team meetings, internal initiatives, squash and badminton groups, and many everyday activities that help build relationships and a positive atmosphere

Recruitment process

• Interview with an HR Business Partner

• Heroify assessment – we treat it as an additional source of information about the candidate’s profile

• Meeting(s), in one or two stages, with VM.PL management