Customer Success Manager

Opalkeep employs 25,800 people across engineering hubs in Sofia and three other locations, building ERP software for mid-market manufacturers.

About the role

This role opened up after a team member moved internally. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Our team is spread across 14 countries. Headquarters is in Sofia. You will be employed through our employer-of-record partner in Slovenia, with a local contract and salary paid in euros. Core hours are 10:00 to 15:00 CET.

Your responsibilities

• Recruit happy customers for references and case studies
• Build success plans with measurable goals for each account
• Escalate product bugs and feature requests through Jira with clear context
• Monitor usage and health scores in Gainsight and act on red flags
• Coordinate with support on open tickets for your accounts
• Report monthly on churn risk and saves
• Create help centre articles when the same question keeps coming up
• Run quarterly business reviews with customer stakeholders

Required qualifications

• 3+ years in customer success, account management or implementation at a SaaS company
• Comfortable presenting to directors and VPs
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Bachelor's degree or equivalent experience
• Experience managing renewals or retention targets
• Calm under pressure when a customer is angry

Why work with us

• 20 days paid time off
• Annual salary review
• Monthly internet allowance
• Performance bonus
• Co-working space stipend
• Annual team retreat
• Wellness allowance

Start: Within 30 days.

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