Customer Success Manager

Summary

Join Ventrata, a leading SaaS platform helping attractions create memorable experiences, as a Customer Success Manager. You will work closely with clients to ensure satisfaction, negotiate annual contracts, and build strong relationships. Responsibilities include onboarding new clients, troubleshooting issues, and collaborating with internal teams. The ideal candidate has experience in account or project management, excellent communication skills, and a detail-oriented approach. Ventrata offers a competitive salary, unlimited paid holidays, remote work options, and a fun, collaborative work environment.

Requirements

• Proven work experience as an Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Project Manager or another relevant role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Experience delivering client-focussed solutions to customer needs
• Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• Driven and detail-oriented, self-motivated, enthusiastic and a can do attitude
• US based

Responsibilities

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
• Responsible for annual negotiations with existing customers
• Develop customer relationships that promote retention and loyalty
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Represent the voice of the customer to provide input into the core product, marketing and sales process
• Within a short period you will get to be an experienced user of our product, you should be able to use and explain all the functionalities, be able to investigate issues and troubleshoot or escalate to the dev team
• Lead the onboarding process and training of new clients
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate progress of weekly / monthly / quarterly initiatives to internal and external stakeholders
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Develop new business with existing clients and / or identify areas of improvement
• Collaborate closely with the sales team on a client handover, once the sales cycle is completed and the onboarding process can be initiated
• Collaborate closely with the Customer Success Team to share best practices, and lessons learned, and with Product and Development teams to address reported bugs, and work on new features based on client feedback
• Assist with challenging client requests or issue escalations as needed
• Expedite the resolution of customer problems and complaints to maximise satisfaction
• Create and maintain comprehensive project documentation

Preferred Qualifications

• Native English, C1+ level in another language is an advantage
• Experience from the SaaS environment is a plus
• Experience from accounting/bookkeeping is a plus

Benefits

• Unlimited paid holiday days
• Start-up working environment
• WFH or work remotely
• Team buildings and company remote office
• Office in Brno and Lisbon
• Young and passionate team
• Refreshments and delicious coffee in the office area
• Hardware/ remote setup package
• Competitive salary and regular salary revaluation
• Bonuses based on company performance