Customer Success Manager

The Mission: Pioneering the Digital Shift at Elektronik Printing

Elektronik Printing has long been the gold standard for professional printing services in the German and Austrian funeral industry. Today, we are entering a high-impact new chapter. Following our acquisition by Simplifia, we are spearheading a bold strategy to digitalize the DACH funeral market. By integrating Simplifia’s innovative SaaS ecosystem with our new EPOS platform into our established service model, we are evolving from a traditional partner into a comprehensive digital leader. As a Customer Success Manager, you are at the heart of this transition. You will be employed by Elektronik Printing, but you will act as the vital bridge for Simplifia’s expansion strategy, ensuring that our clients successfully adopt the digital revenue streams and high-performance tools that are transforming the funeral industry.

The Role

You will officially report to Elektronik Printing’s Head of Operations, ensuring your work is perfectly aligned with our local market expertise and long-standing client relationships. However, you won't be doing this alone: you will benefit from strong, day-to-day support from Simplifia’s French teams. This unique setup allows you to combine the local stability and reputation of Elektronik Printing with the agile, innovative power of a European SaaS leader.

Key Responsibilities

• Onboarding & Project Management:
  • Guide the Transition: Lead the implementation of EPOS digital solutions for our existing and new B2B clients.
  • Training Excellence: Conduct personalized training sessions to ensure funeral directors and their staff are confident using our software.
  • Goal Alignment: Ensure the software setup reflects the specific operational needs of a German/Austrian funeral home.
• Ongoing Support & Satisfaction:
  • Technical Support: Serve as the day-to-day functional expert, responding to client requests via phone, email, and chat.
  • Issue Management: Identify and resolve level-1 technical incidents, acting as the bridge to the specialized product teams.
  • Proactive Success: Monitor "Account Health" to identify clients who aren't fully utilizing the tools and step in to help before they become dissatisfied.
• Strategic Account Management:
  • Relationship Building: Maintain the high level of trust Elektronik Printing is known for through regular follow-ups and business reviews.
  • Growth Identification: Detect opportunities for clients to benefit from additional Simplifia modules (upsells) and share these insights with the Sales team.
  • Process Improvement: As we structure this new department, you will help create the playbooks and support materials used by the entire team.

Your Profile

• Industry Mindset: You understand that our clients operate in a sensitive industry; you possess high empathy, patience, and professional communication skills.
• SaaS Experience: You have a background in Customer Success, Project Management, or Technical Support—ideally within a software environment.
• Organizational Talent: You are autonomous and capable of managing multiple client rollouts simultaneously.
• Tech-Savvy: Comfortable navigating CRM systems (like HubSpot) and modern workspace tools.
• Language: Native German is essential. Fluency in English is required for collaboration with the Simplifia team in France.

Why Join Elektronik Printing ?

• Stability meets Innovation: Work for a well-established company with a solid reputation while enjoying the energy of a tech-focused market launch.
• Impact: You will be a founding member of our digital success team, directly shaping how the DACH funeral industry modernizes.
• Direct Growth: A cross-functional role with significant visibility and the opportunity to travel across Germany and Austria.

Key skills/competency

• Customer Success
• SaaS Implementation
• Project Management
• Technical Support
• Account Management
• Client Onboarding
• CRM Systems (HubSpot)
• German Language (Native)
• English Language (Fluent)
• Digitalization Strategy