Junior Customer Success Manager

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

📋 Description

• Oversee a portfolio of current business clients as their primary contact.

• Comprehend client business objectives and cultivate relationships with both business and technical stakeholders.

• Conduct regular meetings with clients and quarterly business reviews.

• Review product utilization, success metrics, future strategies, and outline next steps for relationship enhancement.

• Manage contract renewals and pinpoint potential risks of customer churn.

• Collaborate with clients and internal teams to mitigate churn risks.

• Identify and cultivate opportunities for upselling and cross-selling.

• Clarify relevant product features and assist clients in navigating new functionalities.

• Work alongside Sales, Solution Architects, Support, Product, and other internal teams to resolve client issues.

• Ensure follow-through on agreed-upon actions.

• Relay client feedback internally to enhance products and improve customer experience.

⛳️ Requirements

• Relevant experience in customer success, account management, business development, or a similar client-facing role within B2B SaaS, fintech, payments, or cryptocurrency.

• Proven track record of maintaining ongoing customer relationships.

• Understanding of customer retention, renewals, and growth of accounts.

• Ability to identify relevant opportunities for upselling and cross-selling.

• Capacity to learn about a technical product and effectively communicate its features and business value.

• Proficient in analyzing customer usage and performance data to derive clear insights and recommendations.

• Strong organizational capabilities with the ability to prioritize tasks across multiple accounts.

• Initiative to take action and ensure follow-through on commitments.

• Proficient in English at an advanced level.

• Capable of leading client calls, presenting findings, and articulating thoughts clearly in writing.

• Familiarity with KYC, KYB, AML, or fraud prevention is a plus.

🏝️ Benefits

• Remote-first culture built on trust.

• Work from the location that suits you best.

• No mandatory office attendance and no attendance monitoring.

• Offices or coworking spaces available in select locations, allowing employee choice.

• Flexible working hours with no fixed 9-to-5 schedule.

• Holiday on your birthday.

• Ten personal days each year.

• Seven sick days without the need for paperwork.

• Additional time off for Christmas and New Year.

• Opportunities for learning and role-specific events covered.

• Personal development plans available.

• Fully funded team offsite trips multiple times a year.

• Provision of tools and hardware.