Customer Success Manager

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

📋 Description

• Manage a portfolio of intricate, high-value accounts, serving as the primary point of accountability for escalations at the account level — orchestrating investigations, prioritizations, and resolutions across Support, R&D, and Product.

• Act as the technical subject-matter expert for designated accounts, effectively translating platform behaviors and business requirements in both directions.

• Ensure account health by proactively identifying risks and planning remediation strategies for accounts.

• Oversee post-sales onboarding projects from the initial kickoff through to go-live.

• Function as the project manager for customer implementations, coordinating internal teams and customer stakeholders.

• Lead the hands-on configuration, setup, and customization of the platform (no coding required).

• Conduct customer training sessions, both remotely and on-site as necessary.

• Manage timelines, dependencies, risks, and communication with stakeholders throughout the implementation process.

• Engage with customers during hyper-care periods post-go-live.

• Hold regular cadence calls and ensure follow-up on action items.

• Maintain ownership of accounts and address health issues, including ticket escalations.

• Participate in QBRs and support strategic accounts as needed.

• Follow up on QBR outcomes, focusing on adoption, optimization, and expansion activities.

• Collaborate confidently with stakeholders at all levels, from end users to C-level executives.

• Work closely with the Product and Engineering teams to ensure comprehensive evaluation and incorporation of customer feedback into the product roadmap.

⛳️ Requirements

• Proven experience as a software consultant, implementation consultant, technical project manager, or delivery-focused Customer Success Manager (CSM).

• At least 5 years of experience in a B2B software environment (such as ERP, CRM, or SaaS) in a customer success role, particularly in customer onboarding and implementation.

• Significant experience in managing complex software implementations.

• Comfortable taking a hands-on, detail-oriented approach — not limited to customer-facing roles.

• Ability to work independently.

• Exhibits a startup mindset: pragmatic, adaptable, and at ease with a diverse range of responsibilities.

• Demonstrated experience in delivering B2B software implementations.

• Strong project management and stakeholder coordination abilities.

• Solid understanding of software concepts, including APIs.

• Capable of clearly explaining complex technical and business workflows.

• Proficient in professional English.

• Willing to travel as necessary.

🏝️ Benefits

• Work-from-anywhere policy (travel and work).

• Flexible working hours.

• Health and life insurance coverage.

• Budget for learning and development.

• Tech-driven, friendly team with an international perspective.