Customer Success Manager

Summary

Join our Folderly team as a Customer Success Manager to support customers in achieving success.

Requirements

• Have 2+ years of experience as an Account Manager, Customer Success Manager, or in a similar client-facing position
• Have worked with B2B clients
• Possess an advanced level of English
• Are proficient in using sales tools, Google Workspace, Intercom, Hubspot, Stripe, and outreach tools

Responsibilities

• Manage ongoing relationships with B2B clients in the US and Europe, ensuring satisfaction and addressing issues
• Serve as the main point of contact for clients, handling day-to-day matters like contract launches, reporting, and invoices
• Monitor product usage, offering recommendations to help clients maximize value
• Troubleshoot and resolve issues, working closely with our tech team
• Identify opportunities to boost customer satisfaction and loyalty, leading to higher retention and upsell potential
• Assist with outreach marketing campaigns alongside the client’s team and provide personalized training to help customers achieve their goals
• Work towards monthly and quarterly KPIs, focusing on Client Retention, Churn Rate, Upsell Rate, and NPS
• Collaborate with sales, marketing, and product teams to improve the customer experience and share feedback for product innovation

Benefits

• Competitive pay: Your dedication deserves more than recognition; it deserves compensation that matches your expertise
• Flexibility to thrive: Work where and how you’re most productive — whether from home or one of our three hubs (Kyiv and Lviv, Ukraine, and Warsaw, Poland)
• Professional growth: We’re a launchpad for your career. With regular feedback, 1:1s, internal mobility, and knowledge-sharing, your growth is enabled and celebrated
• Well-being focus: Your mental health is a priority. We offer a co-shared medical insurance plan, mental health lectures, and support for your overall well-being
• Recharge time: We prioritize your rest with 20 paid vacation days, parental leave, fully covered sick days, and unlimited days off for unexpected needs
• Language Support: English is vital for us, and we’ve got you covered with language lessons reimbursement to boost your skills for global communication