Customer Success Manager - Allplan

CUSTOMER SUCCESS MANAGER (F/M/D) - ALLPLAN

Location: France, Lyon (office or hybrid)

OVERVIEW

ALLPLAN is a global provider of BIM design software for the AEC industry. True to our “Design to Build” claim, we cover the entire process from the first concept to final detailed design for the construction site and for prefabrication. Allplan users create deliverables of the highest quality and level of detail thanks to lean workflows. ALLPLAN offers powerful integrated cloud technology to support interdisciplinary collaboration on building and civil engineering projects. Around the world over 600 dedicated employees continue to write the ALLPLAN success story. Headquartered in Munich, Germany, ALLPLAN is part of the Nemetschek Group which is a pioneer for digital transformation in the construction sector.

POSITIONS’ GOAL

The Customer Success Manager builds and nurtures strong relationships with a portfolio of global architecture and engineering customers, ensuring they achieve significant value from the company’s suite of 3D BIM software tools. The CSM is responsible for onboarding, product adoption, retention, and managing a quota for renewals, expansion, and cross-selling opportunities. This role serves as a trusted advisor, strategic partner, and commercial advocate, working closely with cross-functional teams to deliver customer and business outcomes.

TASKS

Own all aspects of the customer relationship lifecycle (onboarding, training, periodic check-ins, solution adoption, and satisfaction tracking).

Meet or exceed assigned renewal, expansion, and cross-sell quotas by identifying growth opportunities and negotiating renewals and expansions.

Proactively forecast pipeline for assigned accounts and report progress to the Team Lead.

Drive customer engagement and usage through tailored enablement plans, maximizing adoption of ALLPLAN BIM software solutions.

Troubleshoot and resolve client issues, liaising with Support and Product teams for timely resolution.

Gather and relay actionable customer feedback to Product/Engineering, championing continuous improvement.

Advocate for customer needs internally and champion the voice of the client across the organization.

Regularly analyse account health metrics, proactively managing risk of churn.  Collaborate with Sales on account planning, identifying opportunities for upsell and expansion.

Deliver presentations, product demos, and training sessions virtually and occasionally onsite.

Maintain expert knowledge of 3D BIM tools and workflows used by architects and engineers.

PROFESSIONAL REQUIREMENTS

3+ years in customer-facing roles Customer Success (preferred), Sales, Customer Service, Technical Support.

AEC/O Industry experience including product knowledge of ALLPLAN, SDS2, SCIA and/or FRILO.

Technical aptitude for CAD, BIM, or similar design software; able to understand client workflows and translate features to value.

Exceptional communication and presentation abilities with a consultative, problem-solving approach.

Strong organizational, forecasting, and pipeline management skills.

Ability to connect and build meaningful relationships.

Self-motivated and comfortable managing multiple client accounts across regions and time zones.

Experience working with global customers and cross-functional internal teams.

Confidence to act and drive positive outcomes.

Business fluency in English, written and verbal.

SOFT SKILLS

Strong communication skills and confident, professional presence.

Analytical and solution‑oriented way of working.

High level of self‑motivation, ownership, and reliability.

Strong organizational and prioritization skills.

Ability to build trust and long‑term, strategic relationships with key stakeholders.

#ALLPLAN

#France Lyon

#LI-MW1