Digital Customer Success Manager

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

📋 Description

• Drive customer retention and growth throughout the entire lifecycle, from the moment of contract signing through to renewal and expansion.

• Comprehend customer business objectives and create Success Plans with defined objectives that are reviewed on a monthly basis.

• Develop and implement Save Plans aimed at mitigating risks and reducing churn.

• Collaborate with account and leadership teams to safeguard Annual Recurring Revenue (ARR).

• Conduct business reviews and work with internal departments on their design and execution.

• Act as the voice of the customer to guide marketing, sales, and product strategy.

• Champion customer product feature priorities and feedback with the product team.

• Influence the product roadmap while fostering customer advocates through references and success stories.

• Collaborate with Customer Care and Technical Account Management teams to address critical escalations.

• Coordinate internal resources, keep leadership updated, and ensure customer commitments are met.

• Assist in resolving client issues and provide guidance to other team members as necessary.

• Inspire, motivate, and engage business partners to drive customer success.

⛳️ Requirements

• A bachelor's degree or equivalent experience.

• At least 1 year of experience in a Customer Success Manager role.

• Experience in managing or participating in various projects.

• Strong oral and written communication skills.

• Excellent organizational, multi-tasking, and time management abilities.

• Capability to manage projects to completion with oversight.

• Good interpersonal and collaborative skills.

• Ability to influence, motivate, and mobilize team members and business partners.

• Skill in handling sensitive information with discretion and tact.

• Solid understanding of business and technology principles.

• Ability to employ original thinking to convert goals into innovative ideas and design solutions.

• Willingness to travel up to 25% of the time.

• Ability to establish rapport, earn trust, and build strong customer relationships.

• Familiarity with company software and technology.

• Ability to represent the voice of the customer effectively.

• Experience in cross-functional collaboration across product, sales, marketing, and technical teams.

🏝️ Benefits

• Access to career development resources.

• Participation in wellbeing programs.

• Engagement in innovation practices.

• An inclusive workplace environment.

• Involvement in employee initiatives and community giving campaigns.