Customer Success Manager

Tidio

. Drive customer growth through Tidio’s AI-native products .

Posted 10/30/2026full-timeRemote • PolandJuniorMid-Level💰 €2,300 - €3,100 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management within B2B SaaS, focusing on account ownership, retention strategies, and leveraging AI tools for customer growth. Proven ability to cultivate relationships and drive measurable outcomes through effective communication and strategic engagement.

Highest-signal resume keywords

Customer Success ManagementNet Dollar RetentionB2B SaaS ExperienceQBRs and Executive ConversationsCustomer-Success Platform Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention Rate AnalysisChurn Rate ManagementAccount ManagementUpselling and NegotiationAI Tool Utilization

Soft Skills

High OwnershipTechnical CuriosityRelationship BuildingProblem Solving

Tools & Technologies

TotangoGainsightChurnZero

Industry Keywords

SMBMid-MarketB2BCustomer GrowthOnboarding

About the role

Key responsibilities & impact

Drive customer growth through Tidio’s AI-native products
Own approximately 80 European SMB and mid-market accounts end-to-end, from onboarding through renewals
Be accountable for Net Dollar Retention across the assigned book of business
Lead QBRs, executive reviews, and strategic calls with decision-makers
Own Slack channels for important accounts and respond within SLA
Identify expansion opportunities and independently negotiate and close upsells
Report weekly on account health, risks, actions, and outcomes
Provide specific product and process feedback to Product and Leadership teams
Support outbound campaigns, emails, and enablement content to drive adoption and reactivation
Cultivate long-term customer relationships and guide clients toward successful use of Tidio

Requirements

What you’ll need

2+ years as a CSM in B2B SaaS, with a book owned end-to-end
Measurably influenced retention, expansion, or churn in a previous role, with specific metrics
Actively use AI agents in own workflows and know how to help customers leverage them for business growth
Technical curiosity to understand and own the product
English at C1; Ukrainian is a plus
Hands-on experience with a customer-success platform such as Totango, Gainsight, ChurnZero, or equivalent, including building automations and workflows
Understanding of industry-standard KPIs including churn rate, retention rate, and net dollar retention
Experience running QBRs and executive conversations with stakeholders up to VP level
High ownership and ability to independently handle difficult customer situations
Ability to work with SMB and mid-market B2B SaaS customers

Benefits

Comp & perks

Commission
Remote work model with flexible hours
26 days off guaranteed in a year
Company-sponsored courses and conferences
Individual work tools, including MacBook, Dell screen, and JBL headphones, tailored to your needs
Sport & wellness benefit (or its equivalent)
Private medical care
Mental well-being program
Free access to an e-book/audiobook service
Regular social events
Budget for 1:1 English language classes