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Doinstruct GmbH Logo Doinstruct GmbH · IT - Software Development

Customer Success Strategy & Digital Journey Manager

Germany, Berlin · Job Posted January 21, 2026
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Job Description

We help frontline operations reach a higher standard of execution by making compliance the backbone of how teams onboard, train, and work day to day. Our customers operate in logistics, manufacturing, food production, and other environments where precision and consistency matter, and our next stage of growth is a scalable, data-driven post-sale motion that reinforces operational excellence across their sites. We’re now building the next generation of our post-sale setup: a scalable, data-driven Customer Success motion that works because the system is strong, not because people work harder.

Job Responsibility

  • Own the system: Design, build, and continuously improve our digital customer journey from onboarding to renewal, including lifecycle stages, touchpoints, assets, communication, and timing
  • Use Scaled CS as a proving ground: Own a clearly prioritized segment of ~150 SMB customers (<150 employees) in DACH. The goal isn’t high-touch coverage, but to validate and optimize a truly scalable customer journey
  • Ensure customers succeed through a digital approach with a human-touch, including leading kickoff calls to explain how our software works and the value it delivers
  • Automate before adding headcount: Create Digital-CS touchpoints such as automated check-ins, nudges, QBR-light formats, webinars, and office hours to increase consistency and reduce manual work
  • Turn Planhat into a control system: Define health scores, triggers, segmentation, and playbooks that surface risk early and make expansion signals visible
  • Run CS like a program: Structure initiatives into workstreams, set goals and KPIs, manage stakeholders, and drive execution from concept to stable operation
  • Drive cross-functional execution: Work closely with Product, Support, and Sales to translate customer insights into concrete improvements across product, processes, and enablement
  • Build the blueprint: Document standards, create templates and assets, and lay the foundation for scaling this CS motion into larger segments

Requirements

  • Background in consulting, project or program management, RevOps, implementations, or Customer Success with a strong focus on systems, process, and scale
  • You think in operating models, trade-offs, KPIs, and prioritization, and you enjoy turning ambiguity into structure
  • Data-driven by default
  • you build and use dashboards and leading indicators to guide decisions
  • Strong stakeholder manager who can drive alignment and decisions without formal authority
  • Clear, structured communicator who can guide operational customers who are not always digital-native
  • Fluent in German and comfortable working across the DACH region

What we offer

  • positive working atmosphere
  • maximum transparency
  • communication at eye level
  • support every step of your personal and professional development
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