Senior Customer Success Manager

We need you!

We are looking for a Senior Customer Success Manager, to join our Customer Success Team and take responsibility for driving our customer success strategies and managing the team. The ideal candidate has been a strong manager before for one or two SaaS companies that have experience in the mid-market and enterprise segment.

You will:

• Lead, mentor, and inspire a team of Customer Success Managers (CSM), including recruiting, development, and performance management.
• Develop and execute a data-driven customer success strategy to drive customer satisfaction, retention, and expansion.
• Be a key member of the Customer Success leadership team, helping drive the impact of the team across the company
• Build relationships with key customers to help build the partnership and learn more about common customer needs
• Leverage your interactions with the team and customers to identify customer trends, successes, and opportunities to drive innovations in how we deliver our customer experience
• Partner with cross-functional teams (Product, Account Management, Sales, Marketing, Operations) to deliver a seamless customer exprience

You must have:

• 6+ years of Customer Success, Services or Consulting experience in SaaS, preferably in an enterprise or mid-market segment
• 4+ years of direct management experience and a track record of achieving results and building high-performing teams
• A customer-focused mindset and passion for our customers’ success with the ability to balance the needs of the customer with those of the business
• A proven track record of operational excellence (KPIs, process improvement, etc.)
• Recruited, groomed and led teams in a high-growth company, including the ability to excel in a high-growth company that requires rapid iteration and constant evolution
• Excellent communication and presentation skills, paired with strong project management skills to push projects forward
• Experience with Salesforce, Gong, Dooly (nice to have), Mixmax, and other CS systems

Location:

Even though our company operates exclusively on a remote basis, you are required to reside in and have legal work eligibility within one of the specified countries: Bulgaria, Czech Republic, Estonia, Germany, Greece, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Netherlands, Poland, Portugal, Romania, Serbia, Slovakia, Spain, Ukraine, United Kingdom, and United States.

What we can offer you:

• Competitive salary and employee stock options plan
• Flexible working hours - work asynchronously.
• Unlimited vacation policy - yep, unlimited!
• Wellness benefits
• Comprehensive parental leave
• Co-working budget
• Top tech equipment to work with - Apple Mac, Bose headphones, Apple AirPods, etc.
• Great startup atmosphere, team spirit, and team events
• Mental health support - every employee has access to a dedicated mental health platform.

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