Customer Success Strategy & Digital Journey Manager (f/m/d)
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.
We’re hiring a Customer Success Strategy & Digital Journey Manager. Your mandate is clear: you own the digital customer journey and the future of our CS motion. Alongside this, you also oversee our SMB / Scaled segment, which serves as the first environment where you design, test, and refine these journeys before rolling them out more broadly.
🛠 What you’ll do
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.
🧑💼 Who you are
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 & English and comfortable working across the DACH region.
📈 What success looks like
3 Months
You’ve mapped the end-to-end customer journey, defined segments, and established baseline metrics. The initial Planhat setup is live with first health scores and triggers running in the Scaled segment.
6 Months
The journey is significantly more automated, adoption friction is reduced, and risks surface earlier. You can clearly show which touchpoints drive outcomes and which do not.
12 Months
There is a robust, scalable CS motion in place: renewals are more predictable, expansion signals are systematic, and the team spends far less time reacting because the system does the heavy lifting.
⭐ Why this role is interesting
You are not just “doing CS”, you are building the operating system for it.
You own the biggest leverage point in Customer Success: journey design, automation, and measurement.
You get real ownership to design and implement, using tools like Planhat and modern enablement formats such as AI-based video.
The problem space is complex and real: compliance, frontline training, multiple languages, and non-digital-native customers.
At Series A stage, structure and automation genuinely move the numbers.
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At doinstruct, you can make full use of your skills and play an active role in the further development of our start-up. And yes, we attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development.
Even if you don't tick all of the boxes, but you are motivated and want to work with us, you are very welcome to apply.
We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at doinstruct.
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For questions or remarks please reach out to our Talent Acquisition Manager, Leonard, at leonard.mielke@doinstruct.com.