We are looking for our next Customer Success Manager to continue developing ongoing relationships with our Customers.

This is a permanent, full-time position - you can work remotely or in our Warsaw office.

Customer Success at Survicate

Our Customer Success team is responsible for supporting customers post-sale as they transition to active customers and pushing them to become brand advocates.

We focus on maintaining customer loyalty, building close long-term client relationships, upselling existing customers, and ensuring that clients achieve the goals they were looking to accomplish when purchasing our product.

As a CSM, your goals are to increase customer lifetime value, retention, customer loyalty, and reduce churn.

What you’ll do:

• Become a Survicate product expert and help guide our Customers in achieving success and quickly realizing the product value
• Build and maintain long-lasting and trusted relationships with Customers
• Advocate for Customers by communicating their needs, feedback, and requests to other teams,
• Facilitate post-sales onboarding and educate Customers to utilize everything they need to be successful
• Conduct periodic check-ins, meetings, and business reviews with Clients to gauge their product satisfaction and usage
• Manage escalations and ensure the Customer is getting the best service
• Monitor product usage and Customer health metrics to drive adoption and engagement
• Handle the book of existing business: Keeping track of renewals and identifying opportunities for upselling and expansion
• Support marketing activities by collecting testimonials, reviews, and case studies

What competencies we are looking for?

• Fluency in English along with excellent interpersonal, written, and oral communication skills (minimum C1)
• +1 year of experience in a Customer-facing role (experience in software as a service business is a plus)
• Quick-learner and adaptable
• High level of compassion and paying close attention to the needs of Customers
• Self-management and proactivity, as we want you to take initiative and participate in developing critical metrics and processes that drive success
• Thirst for new knowledge. In our rapidly developing business, we want you to have a healthy curiosity to learn more about the industry, product, and Customers every day

Nice to have:

• Sales and email marketing experience
• Experience with Customer Success tools and CRMs
• Experience in negotiating contracts (upsell/renewals)
• Experience working with multiple stakeholders (Support, Product, Sales, Legal, Finance, Marketing is a plus)

Why Survicate?

• Amazing Clients – we have the best Clients in the world, and it’s not a joke!
• The real impact on shaping the future of communication with our Clients
• Flexible working hours
• 26 days of paid annual leave for all employees
• Multisport cards, private health care & benefit platform
• Personal assistant (AskHenry) & mental health support platform (HearMe)
• Company events – meetings, occasional retreats
• Salary tailored to your experience, skills, and performance
• Friendly atmosphere and a great team