Customer Success Specialist II (m/f/d)

Responsibilities: What You'll Do

• Own customer cases from initial contact through resolution, ensuring accurate documentation, timely follow-up, and effective routing or escalation where needed.
• Deliver responsive first-line support for B2B end-user inquiries, whether written or verbal, across all customer communication channels.
• Support Market Development with lead follow-up, opportunity administration, and pipeline activities in Salesforce.
• Maintain accurate and reliable customer, lead, account, and opportunity data to support effective collaboration and reporting.
• Proactively engage B2B end users throughout their customer journey to drive adoption, utilization, and long-term success with Shure solutions.
• Collaborate across Market Development, Sales, Marketing, Product Management, Application Support, and Customer Experience to support customer-facing programs and shared goals.
• Build lasting customer relationships through thoughtful follow-up and by identifying opportunities to improve satisfaction and engagement.
• Turn customer feedback and insights into action by sharing them with relevant teams and identifying opportunities to improve processes, tools, and the overall customer experience.

• Commercial apprenticeship, business administration qualification, or an equivalent mix of education and experience
• 2–5 years in Customer Experience, Customer Service, Inside Sales, or a comparable customer-facing role
• Experience supporting B2B customers preferred
• Background in technology, AV, Unified Communications, Professional Audio, or related industries would be beneficial
• Hands-on experience with Salesforce CRM (or a comparable platform) and case management systems
• Strong Microsoft Office skills — especially Copilot, Excel, Outlook, PowerPoint, and Teams
• Solid reporting, analytical, and data management capabilities
• Fluent German and English; further European languages are a plus

We offer

PAY TRANSPARENCY Shure offers a competitive compensation structure that is reviewed annually to attract, hire, and retain the industry’s top talent. Salaries vary based on qualifications, location, experience, and expertise in each respective discipline. The range displayed on each job posting reflects the minimum and maximum salary for the opportunity. The salary for this position ranges from Euro 50.000 to Euro 80.000. If your salary expectations do not align, still apply as we might be flexible on the seniority of posted positions. All positions also include a comprehensive benefits package.We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

As Specialist II, Customer Success, you're the voice our B2B end users hear and the advocate they need inside Shure. You'll guide customers through their entire lifecycle: helping them adopt our Conferencing & Collaboration, Software, and Professional Audio solutions, solving their cases, spotting the next opportunity, and making sure their experience is spot on. You'll work hand in hand with Market Development, Sales, Sales Support, Application Support, Marketing, and the wider Customer Experience family. If you like variety, ownership, and a team that genuinely cares about making every conversation with a customer helpful and positive — keep reading.

Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence. THE MIX MATTERS Don’t check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. #LI-HYBRID