Customer Success Manager

Tidio

Customer Success Manager at Tidio empowering European B2B customers to leverage the AI customer service platform effectively. Focused on cultivating relationships and driving adoption for business growth.

Posted 7/28/2026contractRemote • 🇵🇱 PolandJuniorMid-Level💰 €2,400 - €3,400 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing European SMB and mid-market accounts, focusing on Net Dollar Retention and customer success metrics. Proficient in leading strategic conversations and utilizing customer-success platforms to drive adoption and expansion.

Highest-signal resume keywords

B2B SaaS Customer Success ManagementNet Dollar Retention AccountabilityQBRs and Executive ConversationsCustomer-Success Platform ExperienceTechnical Curiosity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementNet Dollar RetentionChurn Rate AnalysisRetention Rate AnalysisUpselling and Negotiation

Soft Skills

Ownership ReflexStrategic CommunicationProblem-Solving

Tools & Technologies

TotangoGainsightChurnZero

Industry Keywords

SMB AccountsMid-Market AccountsDTC BrandB2B SaaSKPIs

About the role

Key responsibilities & impact

Own ~80 European, SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal
Be personally accountable for your book's Net Dollar Retention
Lead QBRs, executive reviews, and strategic calls with decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS
Own Slack channels for your most important accounts and respond within SLA
Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep
Report on your book weekly: health, risks, actions, outcomes
Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes
Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book

Requirements

What you’ll need

2+ years as a CSM in B2B SaaS, with a book you owned end-to-end
A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics
Technical curiosity to own the product yourself; you’d rather tinker and understand how something actually works than route the question to engineering or support
English at C1
Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows
A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention)
Experience running QBRs and executive conversations with stakeholders up to VP level
The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked

Benefits

Comp & perks

Remote work model with flexible hours
26 days off guaranteed in a year
Great development opportunities – company-supported courses and conferences
Individual work tools—MacBook, Dell screen, JBL headphones? You can tailor the equipment to your needs!
Sport & wellness benefit (or its equivalent)
Private medical care
Mental well-being program
Free access to one of the most popular e-book/audiobook services
Regular social events
Budget for 1:1 English language classes