Customer Success Manager

A fast-growing accounting platform is helping accounting professionals and business owners efficiently record, reconcile, and recognize online sales and subscription revenue.

We are seeking a motivated Customer Success Manager to ensure the success and satisfaction of our valued customers. You will build strong relationships, drive product adoption, and maximize retention.

Key Responsibilities:

• Customer Lifecycle Management
  Manage the full customer post-purchase lifecycle, ensuring proactive engagement from onboarding through renewal and expansion.
• Customer Success & Retention
  Act as the main point of contact for customer inquiries, questions, and troubleshooting. Provide ongoing support to ensure customers are achieving their desired outcomes and are continuously satisfied with the product.
• Upsell & Expansion
  Work closely with customers to understand their evolving needs and identify opportunities for upsell and cross-sell within the customer base. Drive expansion of product use while aligning solutions with customer goals.
• Data-Driven Insights & Reporting
  Utilize data analytics to monitor customer health, track key metrics such as product usage, retention rates, and NPS scores, and create actionable insights to improve the customer experience.
• Customer Advocacy & Feedback Loop
  Advocate for customers internally, bringing their feedback and feature requests to the product and development teams. Ensure customer needs are considered in product roadmap decisions.
• Proactive Customer Engagement
  Reach out to customers to ensure they are realizing value from the product. Manage quarterly business reviews (QBRs), renewal calls, and performance reviews to enhance customer relationships and retention.
• Ability to work 5 days a week, from 2 pm to 10 pm CET.
  
  

Qualifications:

• Experience
  • 3+ years in Customer Success, Account Management, or similar customer-facing roles in SaaS or B2B environments.
  • Proven track record of managing customer relationships and ensuring long-term success.
    
    
• Skills
  • Excellent communication skills, with the ability to communicate complex concepts to both technical and non-technical audiences.
  • Strong problem-solving skills and ability to think critically in ambiguous or challenging situations.
  • Ability to manage time effectively and prioritize tasks in a fast-paced environment.
  • Experience with CRM systems (e.g., HubSpot, Salesforce), customer success tools (e.g., Gainsight, ChurnZero), and customer support platforms (e.g., Intercom, Zendesk).
  • Data-driven mindset with the ability to analyze customer metrics and drive actions based on insights.
  • English C1+
    
    
• Soft Skills
  • Customer-centric with a strong focus on customer satisfaction and advocacy.
  • Strong organizational skills with the ability to manage multiple customer accounts and competing priorities.
  • High levels of proactivity, initiative, and the ability to stay focused on delivering results.
  • Demonstrated ability to work under pressure and manage multiple high-priority tasks simultaneously.

Nice to Have:

• Experience with integrations, APIs, and technical product support.
• Knowledge of customer journey management and lifecycle management best practices.
• Experience conducting Quarterly Business Reviews (QBRs) and delivering executive-level customer presentations.

Conditions:

• Location: CET ± 2 часа
• Work format: remote
• 2 weeks of paid vacation per year
• 10 paid sick days annually

Recruiter, Karina Rakulenko

Mail: ka.rakulenka@gmail.com