Customer Success Manager, EU time zone

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

📋 Description

• Provide guidance to customers during the initial setup of products.

• Set up and initiate automated campaigns based on customer specifications.

• Coordinate project execution in line with the established work plan.

• Assess customer requirements and key performance indicators to drive improvements.

• Monitor key performance metrics to assist clients in reaching their objectives.

• Suggest optimal product utilization and evaluate product application for new strategies or methods.

• Counsel clients on technical aspects of the product.

• Create development tasks for addressing issues and incidents.

• Oversee technical tasks and resolve bugs.

• Educate client personnel on the functionalities of the platform.

• Conduct client surveys and compile feature requests.

• Supervise the implementation of product enhancements.

• Record client success stories.

• Share best practices in Customer Success Management on a monthly basis.

• Analyze and refine Customer Success Management processes every month.

• Mentor junior customer service managers and support staff.

• Assess project profitability, customer satisfaction, and engagement levels.

• Ensure continuous value delivery throughout the customer’s journey.

⛳️ Requirements

• Proficient in Russian; both clients and internal training resources are in Russian.

• Available to work within the EU time zone.

• Excellent communication and relationship-building abilities.

• Quick learner with a genuine interest in technology and marketing.

• Basic knowledge of marketing principles, including funnels, conversions, and segmentation.

• Some IT-related knowledge is advantageous, including an understanding of API functionalities.

• Comfortable handling data, metrics, and dashboards.

• Proficient in utilizing AI tools such as ChatGPT and Claude to enhance efficiency.

• Familiar with integrations, API fundamentals, data mapping, and event-based triggers.

• Comfortable with segmentation logic, workflows, and website personalization tools.

• Capable of assessing campaign effectiveness using metrics like conversion rate, uplift, and retention.

• Able to leverage analytics to shape CRM strategies and client recommendations.

• Confident in using AI to spot trends and provide data-driven insights.

• Takes initiative in evaluating client metrics and recommending growth opportunities and strategic actions.

• Comfortable engaging with decision-makers, presenting insights, addressing objections, and negotiating scope.

• Builds trust-based relationships with stakeholders across various roles.

• Conversational or higher proficiency in English is a plus.

• Experience in customer support, account management, consulting, or marketing is a plus.

• Familiarity with CRM, marketing tools, or automation platforms is a plus.

• Experience utilizing AI tools for analysis and efficiency is a plus.

🏝️ Benefits

• Comprehensive onboarding process.

• Extensive internal training resources available.

• Opportunities for long-term career and financial advancement.

• Clear growth model linked to the client portfolio managed.

• International, remote-first team environment.

• Distributed, product-driven workplace culture.