BRAND24 Customer Success Manager

🌟  Join Brand24!  🌟 

🚀  Brand24 is an award-winning social listening and media monitoring tool used by thousands of brands worldwide including Intel, IKEA, H&M, GlaxoSmithKline, and Carlsberg. We turn 25,000,000+ online mentions into clear, actionable insights that help brands track reputation, analyze competitors, measure campaigns, research influencers, collect customer feedback, and generate leads. 

We’re on the hunt for a dynamic and results-driven Customer Success Manager who thrives in a fast-paced SaaS environment. You should have a proven track record of managing high-value enterprise accounts, working closely with C-level stakeholders, and driving customer satisfaction, retention, and expansion. If you love building strong relationships, developing strategic success plans, and ensuring customers get the most value from a solution, this role is for you!

You’ll play a key role in onboarding new customers, identifying growth opportunities, and advocating for their needs internally. If you’re passionate about customer experience, data-driven decision-making, and collaborating cross-functionally to make an impact, we’d love to hear from you!

Salary: 10,000–13,500 PLN OTE (UoP or B2B, depending on experience)

This role requires:

• Availability to work a shift from 2 PM to 10 PM CET (14:00- 22:00 CET)

• At least one year of experience as a Customer Success Manager or Account Manager ideally in SaaS company

• At least B2 proficiency in English, and 

• At least B2 proficiency in Spanish 

• Strong knowledge of customer success metrics, KPIs, and best practices.

• Proven track record of managing clients and driving customer retention, expansion, and satisfaction.

• Mastery in customer onboarding, training, and adoption strategies.

• Knowledge of industry trends and best practices in customer experience and success. 

• This is a hybrid role, with 1–2 days per week spent in our Wrocław office for team meetings, knowledge sharing, collaboration, and support.

What you’ll do:

• Own and manage a portfolio of US and LATAM customers

• Develop and execute strategies to help customers maximize the value of our solution and achieve their business goals.

• Guide new clients through a seamless onboarding experience, ensuring smooth implementation and early adoption.

• Analyze data to spot upsell, upgrade, and cross-sell opportunities driving revenue growth.

• Develop retention strategies to ensure high renewal rates and minimize customer churn.

• Track key Customer Success metrics (e.g.: usage, engagement, retention) and proactively address risks.

• Work closely with Sales, Product, and Support teams to enhance the customer experience and provide feedback for continuous improvement.

• Act as the voice of the customer, providing insights to internal teams to shape product development and service offerings.

• Conduct regular strategic meetings with customers to assess progress and future needs.

• Keep up with market trends and best practices to continuously improve the Customer Success experience                        

What does the recruitment process look like? 

We like to keep things simple and efficient! Here’s what you can expect:

1. Quick Phone Call – A short screening call to get to know each other better and to align on expectations
2. Interview – A deeper conversation about your experience, skills, and approach to customer success
3. Task: Product Demo – You'll get a chance to showcase your ability to present a product demo, just like you would with a real customer!

That’s it! If everything goes well, we’ll be excited to welcome you to the team.