Customer Success Manager

• Provide consulting services and delivery excellence in the CRM domain
• Act as a trusted advisor to clients and co-build impact and value within digital transformation initiatives
• Drive CRM strategy and advise on best practices
• Oversee implementation of tailored CRM solutions that optimize customer interactions and streamline business processes
• Lead CRM implementation projects and serve as the primary client contact
• Manage client expectations and ensure satisfaction
• Coordinate CRM teams and other team members for seamless delivery
• Develop reports and provide CRM-data insights for business decisions
• Continuously evaluate and optimize CRM systems
• Manage a team of consultants working on digital CRM projects
• Develop digital transformation strategies, concepts, and specifications for innovative platform solutions
• Contribute to winning new clients and developing existing ones
• Advise clients on digital-roadmap opportunities through value generation
• Mentor junior colleagues on project work and career development
• Create and manage the business backlog and help drive prioritization
• Support client pitches and business-development activities as a subject matter expert
• Support customers throughout different phases of digital projects
• Build the business bridge between internal and client stakeholders
• Prepare and facilitate client workshops for idea creation and requirements engineering
• Stay updated on digital trends and assess their impact on clients’ businesses

Associate Manager, CRM & Loyalty

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals through effective territory management
• Coach and teach partner Customer Success Managers (P-CSMs) to excel at customer success
• Own and manage customer escalations and coordinate across departments through final resolution
• Assist P-CSMs with policy and license questions
• Contribute to Customer Success best practices

• Own the customer relationship and account after signing, including onboarding, adoption, renewal, and expansion
• Manage a book of live accounts, tracking 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
• Configure call flows, prompts, transfer settings, SMS, notifications, and other product settings
• Handle several customer calls per day, including onboarding, check-ins, escalations, and retention saves
• Identify churn risk, work past-due invoices, and close upsells
• Identify repetitive back-office work and propose automation opportunities
• Document recurring fixes as reusable playbooks
• Manage engineering handoffs while retaining ownership of customer updates, timelines, and follow-up
• Post daily written progress reports and resolve or update open items the same day

Customer Success Manager, AI Agents

• Provide real-time support to clients worldwide via chat, tickets, phone, and email
• Assist with technical issues and escalate platform-related cases involving Libertex, MT4, and MT5 to relevant teams
• Ensure high service standards, handle complaints properly, and provide clear guidance on required documents
• Collaborate with internal departments to resolve issues efficiently
• Maintain excellent communication, time management, and phone etiquette
• Promote company products and build strong client relationships
• Meet KPIs and perform additional tasks as required

Customer Success Manager jobs in Serbia

Associate Manager, CRM & Loyalty

Customer Success Manager

Customer Success Manager, AI Agents

Customer Success Officer