Senior Customer Success Manager

BRAND24 ⁠is a Software-as-a-Service company with 4000+ clients from 154 countries. The company’s HQ is based in Wrocław, with a satellite office in Warsaw. BRAND24 fuels brands worldwide with unbiased, reliable data about what people say, watch, and listen to online. To discover what’s true, we measure across all channels and platforms; our tool will let you know anytime a company gets mentioned on social media, news, blogs, videos, message boards, podcasts, and reviews.

🧑‍💻 Who are we looking for?

We’re on the hunt for a dynamic and results-driven Senior 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!

🎯Things you’ll do:

• Own and manage a portfolio of enterprise and annual customers
• Develop and execute strategies to help customers maximize the value of our solution and achieve their business goals
• Guide new enterprise 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, including Quarterly Business Reviews (QBRs), to assess progress and future needs
• Keep up with market trends and best practices to continuously improve the Customer Success experience

💡Things you’ll need:

• This role requires availability for a shift from 12 PM to 8 PM
• At least one year of experience as an Enterprise Customer Success Manager or Account Manager ideally in SaaS company
• At least C1 proficiency in English
• Nice to have: fluency in Spanish or Portuguese
• Experience working with complex, high-value accounts and C-level stakeholders.
• Strong knowledge of customer success metrics, KPIs, and best practices.
• Proven track record of managing enterprise-level 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. 

🧨What do we offer?

• Becoming a crucial part of a world-renowned company
• Attractive pay model (proposed salary bands = base + sales commission; dependent on your experience)
• Professional development opportunities among top experts in the Internet industry
• Casual atmosphere with a flat reporting structure and 100% ownership
• Opportunity to implement your ideas and solutions
• Rapid career development opportunities (due to the dynamic growth of the company)
• Multisport, healthcare program, benefits cafeteria, English language lessons, and other perks
• Opportunity to work from our office or office/home mix

☎️ 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 see if we’re a good match.
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.