Customer Success Manager

Sales & Account Management All Products

Remote in Europe Full-time

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We’re looking for an experienced Customer Success Manager with a true knack for customer experience to join our scaling sales team as we expand our customer base globally.

In this role, you will extend yourself as a resource and asset to our existing base of 35,000+ customers at scale. Your mission will be to identify customer segments that need support and development and then work with the broader team to drive adoption, retention and success for those customers. You will be part evangelist, teacher, coach and strategist all in one. 

You will work directly with customers as individual contributor to help them maximize the utilization of our product(s). You will identify areas of their business that they have not considered our solution to have an impact on yet. You will look at data and trends weekly, which will help you identify areas of opportunity. To provide value to our customers, you will use various channels, including chat, chatbots, email, phone, social, and video.

In this role, you will:

  • Support a rapidly growing customer base, across multiple products, while balancing a customer-centric approach at scale

  • Research and develop both 1:1 and 1:Many customer engagement strategies with everything from thriving customer accounts to at-risk customer accounts;

  • Increase LiveChat’s customer satisfaction with focus and precision;

  • Manage a portfolio of hundreds of accounts at any time, using segmentation and data to help focus your time and energy;

  • Prevent churn at-scale by maintaining strong and meaningful relationships with customers;

    • This includes having pulse checks on accounts that may need additional support temporarily or seasonally;

  • Work cross-functionally with our BDR, New Business, Account Management, Sales Engineering and Data & Research teams to optimize your sales process and customer satisfaction;

  • Deliver actionable insights and strategic recommendations to the Customer Success, Support, and Product/Engineering teams;

Get in touch if you:

  • Have 2+ years in an inside sales role at a B2B SaaS company;

    • Prior customer success or support experience is highly desired;

  • Have experience driving user adoption, retention and renewals;

  • Are comfortable delivering trainings, webinars or live Q&As to a large audience (you are a natural educator);

  • Have handled a large quantity of accounts or data and have identified the lowest hanging fruit or where to focus your efforts;

  • Think in terms of scale and have experience maximizing your outreach in a meaningful way to prospects or customers;

    • Experience with sales engagement technology is a plus (Yesware, Outreach, Salesloft, etc);

  • Have a founder’s mentality and are comfortable with “being the first”;

  • Possess impeccable customer skills, as well as a strong sense of empathy and integrity;

  • Put customers first - you’re 100% customer-focused and highly responsive;

  • You thrive on data and use Salesforce, Excel, ChartMogul, Tableau, or similar software, to turn data into actionable insights;

  • Get excited about Identifying product feedback from customers, spotting trends and surfacing this information to product or marketing teams;

  • Enjoy helping others and providing value is second nature to you + fuels your growth :)

  • Have used Salesforce (required).

What we appreciate:

  • Past experience with selling chat, customer success, sales enablement tools, marketing automation and/or CRM type tools;

  • Experience in a product-led organization.

Benefits

You’ll be taken care of

Life’s not all about work. Maintaining work-life balance is tricky, especially now. We’ll help you take care of your physical and mental health, the key to flourishing at your job.

Keep learning

Books and courses

Read as many books as you want with our Amazon account and expand your skills with courses from CXL, Reforge, Udemy, and more.

English lessons

Improve your English by participating in individual online English lessons with a native speaker. We’ll cover half the price.

Innovation Sprint

Every two months, we take two weeks to focus on innovative ideas, strategic discussions, continuing education, and planning our work.

Get comfortable

Cozy home office

Buy a desk and chair you like. We’ll refund up to 1,000 PLN.

Equipment and accessories

Get a new laptop and any other equipment that you’ll need to excel at your job.

Government costs covered

We automatically adjust your salary to any changes in obligatory government fees.

Unlimited time off

Take your time off whenever you need it — whether it’s vacation, sick leave, or an emergency.

Stay healthy

Multisport

Invest in your well-being with a sports membership card.

Employee Assistance Program

Ask for therapeutic or legal help anytime you and your family need it.

Medicover

Take care of yourself with a private healthcare plan.

Bond with your team

Personal and team integration budget

Each team has a recurring integration budget to spend on team-building activities. You'll also get a similar personal budget.

Worksmile platform

Every month, we’ll credit your account with money. Spend it on shopping, relaxation, and more benefits available on the platform.

Pet-friendly office

We love animals. Feel free to bring your pet friends to our Wroclaw office anytime you want.

Recruitment process

Do you already feel like you belong here?

It’s time to fill out the application form and attach your CV. Here’s what happens next in our fully remote recruitment process:

Interview with our recruitment specialist

Get yourself something to drink and let’s talk. Tell us about your professional experience, the results of your work, and your values. We’ll tell you a little bit about the company, products, and company culture. We’ll also talk about the money and your availability.

Video call with your future team leaders

At this stage, we’ll test your craft to see the value you can bring to the company. The most important part? You’ll find out everything about the challenges in your role, and we’ll find out everything we need to know about your experience.

A remote practice run

We’ll give you a project to work on for a few hours. You’ll also meet the people that’ll give you tips, advice, and access to data and tools so you can feel like you’re already a part of the team. Get familiar with our atmosphere, the workflow, and the people. All in all, we’ll help you make a well-informed decision.

Apply now

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