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Customer Success Team Lead
Support
Prowly

Customer Success Team Lead

Prowly
12 000 - 14 000 PLNBrutto miesięcznie - UoP
Rodzaj pracy
Pełny etat
Doświadczenie
Manager/C level
Forma zatrudnienia
Umowa o pracę
Tryb pracy
Praca w pełni zdalna
Wymagane umiejętności
saas
Polish
English
Coaching
Opis stanowiska

Hey!😎


Prowly is a SAAS company with over 10 years of experience, creating a product that helps PR professionals tell their brand stories. In 2020, Prowly became a part of Semrush, one of the biggest mar-tech companies in the world.

Before you read about the brand new role of Customer Success Team Lead role - just take a look at our Culture Book and see what makes us different from other workplaces 🚀

What is more, we can officially call ourselves Dream Employer of 2023 as we were granted the title thanks to our coworkers' engagement and transparency.


We’re looking for a result-driven and energetic Customer Success Team Lead who will be keeping an eye on each customer from acquisition to churn - and continuously working on a retention and will lead our fabulous CSM team.✨


👉🏻Your duties will include:

  • Coordinating processes and flows of contacting clients
  • Keeping a high level of retention and monitoring users' activity in Prowly
  • Completing monthly quotas (retention)
  • Coordinating automation - including internal operations, Hubspot management, cooperation with other teams
  • Monitoring Hubspot operations from the customer side and constantly ensuring correctness of data
  • Reporting to Head of Customer Success
  • Running regular CSM team meetings and feedback sessions for CSMs
  • Coordinating Onboarding process of new CSM
  • Coordinating CSM sprints and the overall control over tasks
  • Presenting CSM team results on a regular basis to the team and the whole company
  • Handling customer escalations and refund cases
  • Assisting the team with decision making on pricing and contracts negotiating
  • Building and maintaining long-term relationships with key customers
  • Cooperation with internal teams: Sales, Marketing, Finance, Customer Engagement & Retention, Product and Development.


💎 What we expect:

  • 3+ years of experience in working with SaaS model
  • 1+ years leading or coaching customer-facing post sale-team
  • Combination of post-sale and sales experience
  • Excellent communication and proactive approach
  • Excellent English & Polish in speech and writing
  • Strong empathy for customers AND passion for revenue and growth
  • Business mindset with proven excellent business results
  • Experience with enterprise accounts
  • Analytical and process-oriented mindset


🎁 What we offer:

  • Salary (based on an employment contract) - ranges of PLN 12 000 - 14 000 gross, depending on your experience
  • 100% remote work (offices in Warsaw and Łódź are available)
  • Flexible hours (depending on the role & team)
  • Trust Paid Time Off - Take extra paid time off when you need it, beyond the allocated number of days
  • Mental Health Program (private support sessions PL/EN with therapists/psychologists)
  • Additional payment for benefits Multisport and Inter Polska- Health Insurance
  • Opportunity to use development tools (i.e. FRIS, Facet5)
  • Educational budget
  • English language course conducted by native speakers
  • A dedicated Buddy who will support you in the first months of work, as well as onboarding meetings with all departments
  • Integration events: Annual Retreat Event and team building activities
  • Referral Program (Recommend a person that can be suitable for a role and receive a bonus)


⏰ Here’s what the recruitment process looks like:

  • Video call with Talent Acquisition Specialist
  • Meeting with Head of Customer Success team and HR BP
  • Interview with Customer Success team members


If you have any questions about this job ad, please reach out to Maria


Prowly is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.

We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

12 000 - 14 000 PLN

Brutto miesięcznie - UoP

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