Customer Experience Manager (English, French & Polish)

Join us as a Customer Experience Manager! Our Customer Experience Team is looking for a new member who would be the main point of contact for our MAX customers and would focus on proactively contacting the client regarding product adoption, gathering their feedback on GetResponse tools and providing creative solutions.  

About us: GetResponse is a SaaS company recognized for its industry-leading email marketing and marketing automation software. We’ve been serving our customers since 1998 and are proud to have 400,000+ SMBs and 1,000+ enterprise customers on board. We’re global, remote-friendly, and multicultural, yet we share the same values.

Key responsibilities: 

• building and maintaining strong relationships: develop and nurture relationships with key customers to understand their business needs and goals, act as a trusted advisor  
• elevating customer satisfaction, retention and product adoption: monitor customer satisfaction levels and proactively address any concerns or issues. provide solutions, and drive value from GetResponse MAX  
• providing product expertise and support: provide ongoing support via phone, email and meeting software for top valued customers   
• managing customer success planning: define clear goals, milestones, and success metrics in partnership with customers; regularly review progress and provide recommendations for improvement or optimization  
•  managing cross-functional collaboration: collaborate closely with internal teams such as Sales, Marketing, Product, and support to ensure a seamless customer experience 

You may be the perfect fit if you have: 

• excellent command of English, French and Polish (min. C1 level each) 
• permanent residence in Poland 
• previous experience in customer service / customer success / other customer facing roles where building business connections was required 
• The ability to build and maintain long-lasting relationships with customers 
• proactive approach and self-organization skills 
• superb verbal and written communication skills 
• strong analytical and problem-solving skills 
• the ability to work independently and in a team 

Nice-to-have: 

• experience with SaaS applications
• experience in project management 
• familiarity with CRM systems 

Salary range: 

• Contract of employment: 5 500 – 8 500 PLN gross/month + up to 2100 PLN gross performance bonus

Extra perks include: 

• we work in a hybrid model for those based in the Tri-City area; employees based outside the area work fully remotely
• home office set up – a one-time bonus for a maximum of 1000 PLN (or equivalent) to help set up your home office space
• private medical care for employees and their family members
• employee referral program – up to 10 000 PLN for recommending a friend
• corporate life insurance
• employee pension program (PPE)
• flexible working hours and no meeting days – we want to help you adjust your schedule to your activities 
• wellbeing and mental health culture – mental health helpline, sport card etc. 
• modern equipment – most of our teams work on MacBooks 
• English classes 
• internal initiatives like webinars, knowledge-sharing sessions, and more!