Customer Success Manager (6.000 - 9.000zł net + VAT)

Job description

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.

Requirements

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