Manager, Customer Success

We run a marketplace with over 300,000 active sellers and fulfillment centres in four regions. Product reviews happen on Thursdays, with demos of whatever shipped that week.

Role overview

Vinewright HQ is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. You will be employed through our employer-of-record partner in Poland, with a local contract and salary paid in local currency. Core hours are 9:00 AM to 1:00 PM US Eastern. Day-to-day communication is in Slack and Google Meet.

What you'll do

• Document every customer touch in Salesforce
• Coordinate with support on open tickets for your accounts
• Drive renewals alongside the commercial team, starting 120 days out
• Report monthly on churn risk and saves
• Create help centre articles when the same question keeps coming up
• Escalate product bugs and feature requests through Jira with clear context
• Own a portfolio of 30 to 50 accounts and their overall health

What you need

• 7+ years in customer success, account management or implementation at a SaaS company
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform
• Bachelor's degree or equivalent experience
• Experience managing renewals or retention targets
• Comfortable presenting to directors and VPs
• Able to learn a technical product and explain it in plain terms

Preferred qualifications

• Certified Customer Success Manager (CCSM) or similar
• Experience with usage-based pricing
• Background in healthcare, logistics or financial services customers

Why work with us

• 20 days paid time off
• Health insurance through our employer-of-record partner
• Paid parental leave
• Annual learning budget
• Home office setup budget
• Annual salary review

Please mention your notice period and expected salary.

Please submit your CV in English.

Start: Immediately.

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