Customer Success Manager

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

📋 Description

• Manage approximately 80 European SMB and mid-market accounts, each generating between $300 and $3,000 MRR, overseeing all aspects from onboarding to renewals.

• Take personal responsibility for the Net Dollar Retention of your portfolio.

• Conduct Quarterly Business Reviews (QBRs), executive assessments, and strategic discussions with key decision-makers, ranging from support heads at emerging DTC brands to founders of B2B SaaS companies.

• Oversee Slack channels for your key accounts and ensure timely responses within the Service Level Agreement (SLA).

• Discover and capitalize on expansion opportunities, handling pricing, negotiations, and upselling independently without relying on sales representatives.

• Provide weekly reports on your accounts, detailing their health, potential risks, actions taken, and results achieved.

• Gather and communicate strategic feedback regarding products and processes to our Product and Leadership teams, ensuring that the input is specific and actionable.

• Assist in developing outbound campaigns, emails, and enablement materials that promote adoption and reactivation across your account portfolio.

⛳️ Requirements

• A minimum of 2 years of experience as a Customer Success Manager in B2B SaaS, with full ownership of your account portfolio.

• A commercial mindset: you have demonstrably impacted retention, expansion, or churn in previous positions and can discuss specific metrics.

• A technical curiosity that drives you to engage with the product directly; you prefer to experiment and learn how things function rather than deferring questions to engineering or support teams.

• Proficiency in English at a C1 level.

• Practical experience with customer success platforms (such as Totango, Gainsight, ChurnZero, or similar), where you have created your own automations and workflows.

• A solid understanding of industry-standard KPIs, including churn rate, retention rate, and net dollar retention.

• Experience in conducting QBRs and engaging in executive-level discussions with stakeholders up to the VP level.

• A sense of ownership: you willingly take on challenging conversations, communicate difficult news, and follow through without needing prompts.

🏝️ Benefits

• Remote work model with flexible working hours.

• Guaranteed 26 days off per year.

• Excellent development opportunities with company-sponsored courses and conferences.

• Personalized work tools—choose your equipment, whether it’s a MacBook, Dell monitor, or JBL headphones!

• Sports and wellness benefits (or an equivalent offer).

• Private medical care coverage.

• Mental well-being initiatives.

• Complimentary access to one of the most popular e-book and audiobook platforms.

• Regular social gatherings and events.

• Budget allocated for 1:1 English language classes.