Customer Success Manager / Senior Expert (m/w/d) Digital B2C Solutions

Customer Success Manager (f/m/d) Digital B2C Solutions , you will actively shape how our digital products and services support millions of users from the very first installation, ensuring a reliable, intuitive, and efficient experience. In the Digital B2C Solutions department, we develop applications such as the myVaillant App, the myVaillant Web Portal, as well as services like EnergiePlus and OptimierungPlus.

• The continuous improvement of our digital customer journeys is driven with a clear focus on user needs and measurable added value
• Insights from analytics tools , user studies, and direct customer feedback are systematically analyzed through tools, studies, and interviews and translated into concrete improvements
• You develop cross‑product customer journeys that deliver an outstanding and intuitive customer experience
• As an advocate for the end‑customer target group , you work closely and collaboratively with the Product Owners to embed and drive the user perspective
• Using your strong business and technology understanding , you regularly measure, analyze, and transparently report customer satisfaction
• You plan and coordinate product launches and releases and act as the central point of contact for all country organizations

What makes us successful together

• Solid professional experience in the field of customer centricity , with a strong user focus and the motivation to continuously improve digital products for millions of our end customers internationally
• Very good user knowledge of Jira, Confluence, MS Office, Google Analytics, and HotJar
• Extensive experience in international and interdisciplinary collaboration within complex organizational structures
• In‑depth expertise in methods and tools for analyzing and optimizing user experiences , combined with the motivation to apply these tools in day‑to‑day work
• User‑centered working style , strong communication skills, creativity, and confidence in managing a wide range of stakeholders in a structured manner, including project management experience
• Qualification: Master’s degree in business administration, engineering, computer science, or a comparable qualification, as well as fluency in English and good German language skills

What you can count on

• Hybrid Work: We offer our employees the opportunity to work on a hybrid basis. There is also the option to temporarily work from a country within the European Union
• Flexible working hours: We offer flexible working hours so that family and career can be coordinated individually
• Salary: We offer an attractive remuneration package in accordance with the NRW IG Metall collective wage agreement, including vacation pay and Christmas bonus
• You will work in a fast growing, agile and very dynamic team that challenges established routines and helps transforming the Vaillant Group to a data informed business
• Development: Our development programs "GROW, EVOLVE, LEAD and EXCEL" prepare high potentials for the next career step

We promote equity and do not tolerate any form of discrimination. We value the uniqueness of each individual and encourage all people to apply.