Customer Success Manager – 12 Months FTC

This is a fully remote position, open to applicants in Poland.

📋 Description

• Support the development of onboarding plans, timelines, and success metrics.

• Inform customers about product functionalities, updates, and use cases to enhance adoption.

• Establish strong, trustworthy relationships with customers through regular check-ins and proactive outreach.

• Serve as the primary contact for low- to mid-tier accounts, assisting them in navigating the platform and addressing inquiries.

• Track customer health scores and pinpoint opportunities to boost satisfaction and engagement.

• Collaborate with Support, Product, and Engineering teams to ensure prompt resolution of customer concerns.

• Escalate product issues or feature requests and follow up to relay outcomes to customers.

• Monitor customer engagement and adoption metrics using CRM/CSP tools such as Salesforce, Gainsight, and HubSpot.

• Aid in customer business reviews and the preparation of performance reports.

• Detect trends in customer behavior and provide insights to enhance processes.

• Contribute to renewal efforts by ensuring customers achieve their expected outcomes.

• Identify opportunities for expansion and work with Sales on cross-sell or upsell initiatives.

⛳️ Requirements

• 2-5 years of experience in Customer Success, Account Management, Support, or a similar customer-facing role, ideally within the SaaS industry.

• Excellent communication and interpersonal skills; capable of building rapport with a diverse customer base.

• Enthusiasm for technology and a commitment to deeply understanding SaaS products.

• Strong problem-solving abilities with the capacity to manage multiple tasks and priorities effectively.

• Familiarity with CRM or CSP tools (e.g., Salesforce).

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• Equal Opportunity Employer dedicated to fostering diversity and an inclusive workplace.