Customer Success Manager

We are adding a Customer Success Manager to our Onboarding team. Success in this role is measured on gross retention, product adoption and account health scores. This role is fully remote within Serbia. Normal working hours, Monday to Friday. Communication happens mostly in Slack and short video calls.

Essential duties and responsibilities:

• Create help centre articles when the same question keeps coming up.
• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Drive renewals alongside the commercial team, starting 120 days out.
• Coordinate with support on open tickets for your accounts.
• Monitor usage and health scores in Gainsight and act on red flags.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Escalate product bugs and feature requests through Jira with clear context.

Minimum qualifications:

• 3+ years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Organised across many accounts at once.
• Travel up to 15%.
• Calm under pressure when a customer is angry.

Desirable:

• Certified Customer Success Manager (CCSM) or similar.
• Zendesk or Intercom experience.

Why work with us:

RSD 185,000 - RSD 245,000 per month

• Private medical care.
• Extra annual leave days.
• Remote work allowance.
• Life insurance.
• Annual bonus.
• Cafeteria benefit system.
• Multisport card.

A bit about us:

Lamplighter IT is a managed services provider with 520 employees, supporting more than 1,500 client organisations across Serbia. Our dress code is a company polo and clean jeans.

Candidates must be eligible to work in Serbia.

We may close this posting early once we have enough applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Lamplighter IT.