Customer Success Manager

• Partner with Sales teams to demonstrate product capabilities, answer customer questions, and help prospects evaluate solutions
• Guide customers through onboarding, training, and configuration activities while driving long-term product adoption and engagement
• Work with customers and internal teams to support implementation activities, integrations, and data exchange requirements
• Serve as a trusted advisor, building strong customer relationships and ensuring customers realize ongoing value from products
• Gather customer needs, enhancement requests, and product feedback
• Partner with Product Management to shape future improvements
• Own the customer journey from late-stage sales through onboarding, adoption, and ongoing growth
• Collaborate with Sales, Product Management, Engineering, and Support to create a seamless customer experience

• Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers
• Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development
• Establish a high-performing, accountable, and customer-centric culture across EMEA
• Set objectives, KPIs, and performance expectations for the Customer Success team
• Coach and develop team members, including career development, succession planning, and capability building
• Establish and execute the regional Customer Success strategy
• Drive customer retention, satisfaction, lifetime value, adoption, renewals, and expansion
• Identify and mitigate churn risks and oversee customer health, engagement, adoption, renewal, and expansion metrics
• Partner with Sales and Account Management on cross-sell and upsell opportunities
• Build strategic and enterprise customer relationships and act as an executive-level escalation point
• Oversee executive business reviews and strategic customer engagements
• Ensure effective onboarding, success plans, product adoption, and value realization
• Use CRM and Customer Success platforms to support data-informed decision making
• Develop forecasting and reporting for the EMEA Customer Success organisation
• Partner with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience
• Recruit, onboard, and retain Customer Success talent across EMEA
• Develop career paths, conduct performance reviews, and implement training and development programmes

Director, Customer Success Manager

• Own the customer relationship and account after signing, including onboarding, adoption, renewal, and expansion
• Manage a book of live accounts and track live status, issues, customer sentiment, and unresolved items
• Run follow-ups on open items, deals, escalations, and promised callbacks
• Take new customers live by setting up call forwarding, building flows, connecting supported integrations, and testing end to end on real records
• Configure call flows, prompts, transfer settings, SMS, notifications, and other product settings
• Conduct several customer calls daily, including onboarding, check-ins, escalations, and saves
• Identify churn risk, work past-due invoices, and close upsells
• Identify repetitive back-office work suitable for future automation and propose opportunities
• Document recurring fixes as reusable plays
• Manage engineering handoffs while retaining ownership of customer updates, timelines, and follow-up
• Provide daily written progress reports and resolve or update open items the same day
• Lead new implementations end to end and submit complete engineering escalations
• Proactively prevent churn, document fixes, close expansion revenue, and propose back-office automation opportunities

Customer Success Manager, AI Agents

• Samodzielne zarządzanie portfelem klientów B2B/Enterprise.
• Realizacja i rozwój KPI związanych ze wzrostem klientów na marketplace’ach.
• Przewidywanie wyzwań klientów i proponowanie rozwiązań zwiększających ich zysk.
• Przeprowadzanie klientów przez proces zmiany systemowej w sposób bezpieczny i profesjonalny.
• Zarządzanie portfelem jak własnym biznesem — od analizy technicznej po negocjacje biznesowe.
• Współpraca z właścicielami firm i dyrektorami operacyjnymi.