Customer Success Manager

Summary

Join Scaleo, a leading SaaS company, as a Customer Success Manager and play a vital role in onboarding new customers, ensuring their success, and building strong relationships. You will guide top customers through product setup, conduct training sessions, and maintain regular communication to track their progress and satisfaction. Proactive issue resolution and customer retention are key responsibilities. You will also track and analyze key customer success metrics. Scaleo offers a vibrant team environment, regular salary reviews, flexible work options (office or remote), paid time off, professional development opportunities, and team events.

Requirements

• At least 2 years of experience in either Customer Success, Onboarding management, Account, or Customer Care roles
• Expertise in iGaming/Trading Affiliate Marketing
• Experience with CRM solutions (Pipedrive, Hubspot, etc) and CS solutions (ChurnZero, Gainsight, etc.)
• English proficiency at Upper-Intermediate (B2) or higher

Responsibilities

• Guide TOP new customers through the product setup
• Conduct training sessions and product demonstrations to familiarize customers with features and functionalities
• Maintain regular communication with customers to track their goals and satisfaction with the product
• Conduct regular check-ins and QBRs to assess progress and highlight the value of the product
• Proactively address customer inquiries, issues, or complaints to provide timely resolutions
• Foster trust and strong relationships with key customer stakeholders
• Reduce churn by proactively addressing risks and improving customer retention
• Track and analyze customer success metrics, such as NPS, Adoption Rate, Churn Rate, and Health Score

Preferred Qualifications

Passionate, proactive, and responsible to ensure a smooth and top-notch customer experience

Benefits

• A vibrant, product-driven team environment with ambitious goals and exciting achievements
• Regular salary reviews, conducted once a year
• Office locations in Sumy, Prague, or the option to work remotely
• Flexible, paid vacation and sick leave
• Opportunities for professional development and learning, funded by the company
• Team events and an office stocked with refreshments