Customer Success Manager (SaaS)

Open Loyalty is an API-first loyalty engine that empowers enterprises to transform their customer engagement strategies with dynamic, gamified loyalty programs. By combining advanced composability with gamification, we help businesses deliver gamified experiences at scale, ensuring measurable outcomes like increased Customer Lifetime Value (CLV), reduced churn, and stronger margins.

Over the past seven years, we’ve supported over 100 enterprises in 43 countries implementing scalable, hyper-personalized loyalty solutions. By leveraging our composable architecture, global leaders like Heineken, JTI, limango, Intersport, ALDO, and the U.S. Soccer Federation have integrated powerful gamification mechanics into their ecosystems efficiently, without the resource strain of building from scratch.

As part of the OEX group, Open Loyalty benefits from a strong foundation of 15 companies, 4,000+ employees, €167.3 million in revenue, and €17.7 million in EBITDA in 2023. Google and Deloitte recognized Open Loyalty for the scalability of its technology and readiness to support enterprise customers. Open Loyalty delivers innovative, enterprise-grade solutions at scale.

Our vision is to help enterprises build lifelong customer loyalty through gamified experiences and personalization, delivering long-term results and unlocking growth potential.‍

Things you will be doing…

• Working closely with other Customer Success Managers and together you will do wonders!
• Having regular QBRs with Clients, maximising the value they get out of the Platform,
• Walking new Clients through the onboarding process, and securing their launch 
• Measuring Clients’ satisfaction with NPS and gathering feedback, 
• Working with our Product Team to manage product requests from strategic clients;
• Educate our clients about our product roadmap and undertake product training for users;
• Being a part of a new market segment (headless loyalty) with skyrocketing growth! 
• Working closely with Customer Support team in providing setups and workflows to Clients.

You’ll be a perfect match if you are…

• Great at talking to people and are passionate about helping them improve their business; 
• Customer-oriented and extraordinarily organised; 
• Experienced in a similar role (Customer Success/Account Management); documented experience with portfolios of enterprise-level clients at a SaaS company;
• Comfortable doing video calls with multiple stakeholders, and experienced in presenting product demos;
• Familiar with API-first products or willing to catch up quickly,
• Skilled at copywriting;
• Fluent in both English and Polish (written and spoken);
• Ready to wear multiple hats in a dynamic SaaS environment;
• Happy to work with many stakeholders across the board (sales, product development, customer support) and use customer insights to improve our platform.

Things we can offer you…

• We are a successful product company working with 50+ clients across 35+ countries, and counting;
• Remote work and flexible working hours
• Your choice of hardware (Dell or MacBook) as well as all the extras you would need;
• Learning Budget at your disposal;
• Awesome benefits like premium-level private healthcare, Multisport, English classes, and more!