Job Application for Team Lead Customer Success EAST (m/w/d) at PlanRadar GmbH

Position

Full-time

Location

Zagreb

Start

As of Now

Contract

Permanent

What we do at PlanRadar

PlanRadar is a leading platform for digital documentation, communication and reporting in construction, facility management and real estate projects. It enables customers to work more efficiently, enhance quality and achieve full project transparency. By improving collaboration and providing access to real-time data, PlanRadar’s easy-to-use platform adds value to every person involved in a building’s lifecycle, with flexible capabilities for all company sizes and processes. Today, PlanRadar serves more than 150,000 users across 75+ countries.

PlanRadar promises an inclusive, engaging and exciting place to work. We are inquisitive minds who challenge the status quo, with a drive to change our client's industry for the better. Our people matter the most, and we regularly conduct surveys and implement changes to ensure our benefits and the way we work reflects the culture that we promote. If you're courageous and ready for a new adventure, join PlanRadar!

Meet the team here!

What you’ll get to do

As Team Lead Customer Success for the EAST regions, you will lead a team of Customer Success Managers across all customer segments (SMB, Mid-Market, Enterprise) and drive adoption, retention, and growth in your assigned markets. You will be responsible for team performance, customer outcomes (GRR, NRR, CSAT), and cross-functional collaboration to ensure seamless customer experiences from onboarding through expansion. You will manage different Customer Success motions across segments, ensuring that both scalable approaches (SMB) and strategic high-touch support (Enterprise) are successfully implemented.

AMONG OTHER THINGS YOU WILL

Lead, mentor, and scale a team of 6–10 Customer Success Managers across SMB, Mid-Market, and Enterprise in the EAST region
Drive performance management, coaching, hiring, onboarding, and succession planning while fostering continuous improvement and best practice sharing
Own and drive GRR, NRR, and adoption across all segments, proactively managing customer health, mitigating churn risks, and acting as escalation point for complex accounts
Lead weekly operational and monthly strategic performance reviews to ensure target achievement
Translate company KPIs into actionable regional priorities and continuously optimize segmentation and coverage models
Partner cross-functionally with Sales, Product, Marketing, and Support to ensure seamless and high-quality customer journeys
Bring strong leadership experience with a data-driven, revenue-focused mindset

WHO YOU ARE

3–5 years of experience in Customer Success, Account Management, Sales, or Consulting within a B2B SaaS environment, with a proven track record of delivering results
Initial leadership experience managing or mentoring teams of 5+ people, with a hands-on and performance-driven approach
Experience working across SMB, Mid-Market, and Enterprise customer segments
Strong analytical and data-driven mindset, confident in managing KPIs, customer health metrics, and performance dashboards
Excellent communication and stakeholder management skills, applying a consultative approach across the full customer lifecycle in international environments
Fluent business English required and one additional EAST region language such as Croatian, Hungarian, Romanian, or Polish are a plus