Customer Success Specialist (m/f/d) - France

Your Responsibilities

As a Customer Success Specialist – France (m/f/d), you play a key role in creating positive customer experiences and building long-term relationships with our customers in France. Through proactive engagement, trusted guidance, and a customer-first mindset, you help maximize customer satisfaction, strengthen retention, and support the continued success of our customers with DocuWare. Your responsibilities will include:

• You proactively engage with customers throughout their lifecycle, building strong relationships and ensuring a positive customer experience.
• You conduct onboarding and welcome calls, helping new customers get started and making them aware of available resources and support offerings.
• You perform regular health check calls to understand customer satisfaction, identify potential risks, and uncover opportunities to increase customer success.
• You reach out to customers and partners through various communication channels to gather feedback, address concerns, and strengthen engagement.
• You achieve defined outreach and activity targets while maintaining a high standard of customer care.
• You handle customer inquiries professionally and ensure concerns are addressed in a timely and effective manner.
• You coordinate customer issues with the appropriate internal teams and follow through to support successful resolution.
• You support re-engagement initiatives for customers with declining product usage and encourage successful adoption of DocuWare solutions.
• You collect and share customer feedback, insights, and enhancement suggestions to help improve our products and services.
• You identify potential customer success stories, references, and advocacy opportunities that support sales and marketing activities.

• You hold a bachelor's degree or a comparable qualification, ideally in Business, Communications, or a related field.
• You have several years of experience in Customer Success, Account Management, Customer Service, or a similar customer-facing role.
• You communicate confidently and professionally in both French and English, with excellent written and verbal communication skills.
• You build trust easily and enjoy creating positive experiences for customers and partners.
• You communicate professionally, confidently, and with empathy, even in challenging situations.
• You are organized, detail-oriented, and able to manage multiple tasks and priorities effectively.
• You take ownership of your work, while also thriving in a collaborative team environment.
• You enjoy working across departments and building strong relationships with colleagues from different functions.

What we can offer

There are many great reasons to join DocuWare - our company culture is only one of them. As part of the DocuWare team, you will benefit from many advantages:

• Globally distributed, international teams: You will find our teams working in Germering, New York, Sofia or other worldwide locations.
• Flexible work location and hours: You work hybrid - on the road or in our modern office - and you have the flexibility to arrange your own working hours.
• Individual support: After an intensive induction, you will receive regular training tailored to your needs (e.g. conferences internal team building measures).
• Well-earned rest: 35 vacation days per year, sport offerings, massages, a football table and a relaxing lounge area.
• Mental health support: With our employee assistance program you have free and confidential access to resources and support for your well-being and stress management at any time.
• Healthy food: Together we enjoy Fairtrade coffee with organic milk or oat milk, snacks and fresh fruit - all free of charge - as well as subsidized lunch from the Foodji fridge.
• Free Tuesday Lunch: Every Tuesday, enjoy a complimentary and varied lunch.
• Good accessibility: Choose how you would like to come to the office with a leased e-bike, by train or via highways A96/A99 (you can charge your e-car on site for free).
• Team spirit: Regular employee and team events (virtual or on-site) ensure excellent collaboration with colleagues around the world.
• Sustainability and social commitment: DocuWare stands for paperless work and supports volunteer organizations and local sports clubs.
• Planning for your future: DocuWare subsidizes your company pension plan!
• We offer a stable job with a well established and growing company.
• Unique benefits: Choose one of three great options (Bonago, E-Gym or subsidized Deutschlandticket) to suit your needs.
• We only use the latest technologies - find out more on Stackshare.
• Up to 30 Days Work from Abroad: Experience international opportunities and broaden your horizons.
• Family First: Preferential registration in our selected daycare center in Germering (no guarantee).
• Buddy Program: You'll be paired with a buddy, who will support you during your onboarding and offer valuable tips.