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About the role
Key responsibilities & impact- Lead, coach and develop a team of Customer Success Managers, setting clear objectives, conducting regular 1:1s, and driving professional growth and operational excellence.
- Own the team's performance metrics, including NRR, churn, renewal rates and customer health, ensuring consistent achievement of targets.
- Build and maintain strong relationships with Enterprise clients, providing strategic guidance to maximize upsell and expansion opportunities while minimizing churn.
- Manage your own portfolio of few enterprise accounts alongside your team management responsibilities.
- Act as the voice of the customer internally, collaborating closely with Product, Technical and Sales teams to drive platform improvements and align on business priorities.
- Contribute to shaping the Customer Success strategy and playbooks, bringing best practices and scalable processes to the broader CS organization.
- Play an active role in hiring and onboarding new CSMs to support team growth.
Requirements
What you’ll need- Proven experience in Customer Success within a SaaS environment (or related roles), with at least 2+ years in a leadership or managerial role.
- Demonstrated ability to collaborate effectively across regions and cultures in an international setting.
- Confidence in leading, inspiring, and growing a Customer Success team, with strong coaching, team development, performance management, and communication skills, and a strong customer-centric mindset.
- Eagerness to deliver an exceptional customer experience, proactively reduce churn, troubleshoot client issues, think critically, and drive continuous process improvement in a data-driven and collaborative way.
Benefits
Comp & perks- meal vouchers (Swile)
- health insurance (Alan)
- mobility and Well Pass (Ex Gymlib) passes
- additional days off
- support for remote working expenses
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessSaaSperformance metricsNRRchurnrenewal ratescustomer healthdata-driven process improvementcoachingteam development
Soft Skills
leadershipcommunicationcollaborationcustomer-centric mindsetcritical thinkingproblem-solvinginspirationrelationship buildingoperational excellenceteam management