Customer Success Manager

⭐ About Tagvenue

Tagvenue is a SaaS-enabled marketplace that helps people discover and book venues worldwide. We're building next-generation tools that make the venue industry more transparent, automated and efficient. Our team cares deeply about solving meaningful problems and building products that scale.

Tagvenue Pro is our SaaS platform for venue managers — helping them manage leads, respond faster, organise event data, and win more bookings. As we grow, we need a Customer Success Manager who will ensure our customers achieve real value from the product and stay with us long-term.

⭐ About the Role

We’re looking for a structured, proactive Customer Success Manager to own the success of a 200–300 venue portfolio. You will drive onboarding, activation and adoption using a mix of scalable touchpoints, customer insights and short consultative calls.

You are not here to do support — you are here to help venue managers get value fast, stay engaged, and renew. You will also work closely with Growth, Ops and Product to shape how Tagvenue Pro evolves as we scale.

This role is perfect for someone who thrives in a high-volume, data-informed, operational SaaS environment.

⭐ What You’ll Do

• Own a portfolio of 200–300 SMB venues, guiding them through onboarding, activation, adoption, and renewal.

• Drive onboarding and activation, running short check-ins, and delivering scalable nudges and follow-ups.

• Monitor health and usage metrics (WAU, adoption trends, engagement) to identify at-risk accounts early and run structured recovery actions.

• Segment and prioritise your portfolio (High-Risk, Healthy, High-Potential) to focus time and outreach where it matters most.

• Collaborate with Product and Ops by synthesising customer insights, identifying adoption blockers, and proposing improvements.

• Flag upsell opportunities based on behaviour, activation depth, and usage patterns, supporting Growth with qualified signals.

• Track and report KPIs including activation, churn, renewal rate, and adoption metrics.

• Maintain high-quality CRM records and documentation to support automation, scale, and cross-team clarity.

  
  

⭐ What We’re Looking For

• 2–4 years of experience in Customer Success, Account Management, or similar SaaS roles managing SMB portfolios.

• Proven ability to manage 200+ customers at scale, using CRM workflows and automation to drive prioritisation and consistency.

• Excellent communication skills — able to write concise, value-focused messages and guide customers through activation and adoption.

• Highly organised and process-driven, capable of structuring work, following playbooks, and improving workflows as we scale.

• Data-informed mindset — comfortable using dashboards, health scores, and behavioural signals to make decisions.

• Strong cross-functional collaboration skills, working effectively with Product, Ops, Growth, and Support teams.

• Solid understanding of SaaS metrics (activation, churn, retention, NRR, usage) and experience with tools such as HubSpot, Close, or Pipedrive.

  
  

  Nice to Have:

• Experience in marketplaces, hospitality, or event-tech SaaS.

• Basic familiarity with automation tools (Zapier, n8n, Customer.io) — ability to brief others, not code.

⭐ What Makes Us a Great Place to Work

• Competitive compensation: up to 12,000 PLN on a B2B contract + Bonus System

• Flexible working hours

• 24 paid days off per year & all bank holidays

• Birthday day off

• Private healthcare

• Growth budget for books and courses

• And because we’re part of the events industry, we celebrate:Every quarter, we meet in Kraków to connect in person, recharge, and have fun together 🎉