Customer Success Manager

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

📋 Description

• Serve as the representative voice for your customers.

• Oversee a substantial portfolio of accounts post-implementation, emphasizing growth in adoption, retention, expansion, and customer satisfaction.

• Utilize data from your customer portfolio to identify priority clients and proactively engage to resolve their issues.

• Collaborate with customers to comprehend their strategic objectives, priorities, and anticipated business results.

• Assist them in developing and executing a success plan along with key performance indicators.

• Offer coaching and best practices to enhance the adoption of Beekeeper and broaden usage into additional use cases.

• Engage with customers at all levels (including VPs and Directors) and various roles (Comms, HR, IT, Operations, Frontline).

• Work closely with your Account Manager counterpart to create a joint success plan for your customers and pinpoint expansion opportunities within your portfolio.

• Promote accountability for deliverables both internally and among customer teams to foster a sense of ownership and facilitate progress.

• Collaborate across departments with Sales, Product, Engineering, Marketing, and Operations to meet your customers’ needs.

• Continuously contribute to the enhancement of internal processes.

⛳️ Requirements

• Exceptional written and verbal communication skills, along with strong in-person presentation abilities.

• Native or bilingual proficiency in both written and spoken German is essential.

• A learning-oriented mindset: you are inquisitive, adaptable, and consistently seek improvement.

• A solutions-focused approach, highly organized, and capable of systematically addressing complex issues.

• You are passionate about driving customer success and prioritize frontline considerations.

• You take initiative and possess a hands-on attitude.

• A positive and constructive demeanor, with a passion for customer success and a drive to assist others.

• Strong relationship-building capabilities, consulting skills, and technical curiosity.

• Ability to manage a customer portfolio while effectively prioritizing your time according to customer needs, business objectives, and opportunities.

• Competence in handling challenging customer situations and setting clear expectations.

• Bonus points: B2B experience in Customer Success, Consulting, Project Management, or Account Management within a SaaS environment.

• Experience in change and project management.

• Familiarity with discovery and questioning techniques.

• Technical understanding of the SaaS landscape.

• Basic technical knowledge of integrations/APIs.

• Experience in conducting in-person or online workshops.

🏝️ Benefits

• Hybrid work model – 2 to 3 days in the office.

• 26 days of annual leave.

• Private medical insurance — fully covered for you and partially for your partner/family.

• Afterworks, team celebrations, and seasonal parties.

• Equipment provided.

• Creative allowance.