Junior Customer Success Manager

• Position: Junior Customer Success Manager
• Employment form: perm contract
• Salary: up to 9,500 PLN

Join our client! They are a product company that creates a platform that facilitates communication and monitoring of employees not working at desks in large companies. The application is available in both web and mobile versions. It easily enables the integration of internal company systems, customer databases, internal customer calendars, and other messengers, all available on your smartphone! The application is dedicated to companies from various industries (SaaS).

The role:

As a Junior Customer Success Manager, you will own and manage a large portfolio of customers and be responsible for their overall success. Your portfolio of customers will be mostly composed of Small and Medium Businesses (SMBs), allowing you to learn from a large number of customers in many different industries. You will have at your disposal state-of-the-art technology and playbooks that will help you determine which customers to prioritize for maximum impact. The ideal candidate is resourceful and persuasive, effectively showing customers how to get more value from the company.

Responsibilities:

• Be the voice of your customers.
• Manage a large portfolio of accounts post-implementation, focusing on growing adoption, and ensuring retention, expansion, and satisfaction.
• Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
• Partner with customers to understand their strategic goals, priorities, and desired business outcomes. Work with them to build and execute a success plan and key performance indicators.
• Provide coaching and best practices to improve the adoption of the company’s solutions and expand usage into new use cases
• Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline)
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities within your customer portfolio
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.
• Contribute continuously to the overall improvement of internal processes

Requirements:

• 2+ years of work experience, ideally with some B2B experience working in Customer Success, Consulting, Project Management, or Account Management in a Software as a Service context (SaaS).
• Outstanding written and verbal communication and in-person presentation skills
• Native / Bilingual proficiency in written and spoken German is a must.
• Solution-oriented mindset, highly organized, and possessing a structured approach to resolving complex issues
• Ability to explain complex concepts clearly and translate data into insights
• Drive results by being customer-centric and frontline first, taking initiative, and having a hands-on mentality
• Positive and constructive attitude, passionate about customer success and energized by helping others
• Strong relationship-building skills, consulting skills, and technical curiosity
• Ability to manage a customer portfolio and effectively prioritize your time based on customer needs, business goals, and opportunities
• Ability to handle difficult customer situations and set expectations

Nice to have:

• Some experience in change- and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs
• Experience in conducting in-person or online workshops

The offer:

• A great career trajectory.
• An amazing team with 20+ nationalities
• Eager to learn?! We have a Personal Learning & Development Budget to help you develop all the skills you need to succeed.
• Phone & Home Internet reimbursement every month.
• 26 days of annual leave and 2 Mental Health Days, which brings you to 28 paid holidays per year.
• Sabbatical Program – 1 month paid leave at 3, 5, 10 year tenure
• Private health care package: Prestige cover with Luxmed (employee contributes 1 PLN/month)
• Multisport Benefit card (employee contributes 1 PLN/month)
• Creative Allowance
• Laptop for work purposes
• Budget for setting up your home office
• Stock options