CUSTOMER SUCCESS MANAGER, REALITY CLOUD SOFTWARE (DACH & FRANCE)

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector and mobility applications. You’ll be joining over 22,000 people in 50 countries on the leading edge of your field. It’s an exciting time for our Reality Capture division, as we launch the Customer Success department for our Reality Cloud Software in Europe!Reporting to the Director of Customer Success EMEA, we are seeking a Customer Success Manager who will play a critical role in helping our customers onboard, adopt, and maximize the value of our solutions while expanding our market presence in EMEA. If you’re motivated to make a significant impact and help lay the groundwork for our customer success team, this position offers you a chance to be a visionary leader in crafting a playbook that grows and evolves with our business.WHAT YOU GET TO DO:Manage relationships with assigned clients, overseeing the full customer lifecycle, including onboarding, implementation, training, adoption, and retention.Act as a trusted advisor to clients, ensuring the sustained value / ROI of our products and services and promoting their continued usage.Develop and optimize customer success strategies, best practices, processes, and resources, with the support of the creative team.Communicate effectively with both internal and external teams, including pre-sales, product management, R&D, marketing, and technical support, to better understand customer needs, maximize retention and growth, and share feedback/learnings.Build and maintain strong rapport across internal and external stakeholders – clients and partners – at every level from end-user to c-level executives.Drive customer insights by analyzing customer health metrics such as NPS, CSAT, and churn data, to guide ongoing improvements and expansion opportunities.Work with sales and marketing teams to boost customer referrals and develop case studies.OUR IDEAL CANDIDATE:Experienced in customer success or account management with a deep understanding of onboarding, adoption, QBRs, renewals, health scores, and churn management.Strong leadership skills with the ability to influence a wide range of stakeholders, demonstrating exceptional relationship management.Fluent in French and English (Italian, German and other languages are a plus) to effectively engage with our diverse portfolio of EMEA-based clients.A hands-on, proactive problem-solver who can adapt quickly and pivot between tactical and strategic work as the team scales.Thrives on building and refining processes from scratch, bringing a high level of motivation and initiative to create a customer success department that drives impact.REQUIRED SKILLS:3-5 years of experience in customer success, account management, or a related field.Full professional fluency in French and English. German is a strong plus.Demonstrated ability in relationship-building, strategic planning, and project management.Detail-oriented and analytical, with a strong ability to manage multiple tasks effectively.Excellent presentation skills, with the ability to convey complex information clearly to diverse audiences.PREFERRED SKILLS:Bachelor’s degree or equivalent.German or other European languages are a plus.Proficiency with Salesforce and project management tools is highly advantageous.Experience in online and face-to-face event planning.Industry knowledge in reality capture, laser scanning, construction, or AEC is a plus.At Hexagon, we work to be the place where a diverse mix of talented people want to come, to stay and do their best work. We know our company runs on the hard work and dedication of our passionate and creative employees, and that diversity of thought makes us better each day.