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:
- Attractive salary (based on an employment contract) - ranges of PLN 12 000 - 14 000 gross, depending on your experience
- Employment contract
- 100% remote work (offices in Warsaw and Łódź are available)
- Really flexible hours (you decide on your calendar)
- 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 (FRIS and Facet5) and work with an expert
- 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 (2 company events annually + team integrations)
- 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.