Tidio
Customer Success Manager
RemoteEurope
- Role
- Support
- Experience
- Mid
- Employment
- Contract
- Company size
- Mid-size
PLN 10.4k–PLN 14.6k/mo
Check eligibility
Open to Anywhere in Europe. Set where you work from to check your eligibility.
No BS summary
Customer Success Manager for European B2B SaaS accounts, 2+ years owning a CSM book end-to-end. Needs C1 English, customer-success platform experience, KPI fluency, QBR/executive stakeholder experience, and a commercial retention/expansion mindset. Europe remote only, B2B or employment contract.
Core skills
Customer Success platforms
Required skills
Totango/Gainsight/ChurnZero
Optional skills
AI tools
Required languages
English C1 required=true; classes benefit also offered.
What you'll do
- Own ~80 European, SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal.
- Be personally accountable for your book's Net Dollar Retention.
- Lead QBRs, executive reviews, and strategic calls with decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS.
- Own Slack channels for your most important accounts and respond within SLA.
- Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep.
- Report on your book weekly: health, risks, actions, outcomes.
- Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes.
- Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book
What they require
- 2+ years as a CSM in B2B SaaS, with a book you owned end-to-end.
- A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics.
- Technical curiosity to own the product yourself; you’d rather tinker and understand how something actually works than route the question to engineering or support.
- English at C1.
- Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows.
- A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
- Experience running QBRs and executive conversations with stakeholders up to VP level.
- The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked.
- Preferred: Ability to leverage AI tools for automation and pipeline management
- High agency.
- They enjoy figuring things out on their own, go deep on our product rather than pass technical questions to engineering, and feel comfortable respectfully pushing back when a customer’s ask isn’t quite right.
- They think in outcomes rather than feature lists; they simplify the team’s workload rather than adding to it.
Benefits
- Remote work model with flexible hours
- 26 days off guaranteed in a year.
- Great development opportunities – company-supported courses and conferences.
- Individual work tools—MacBook, Dell screen, JBL headphones? You can tailor the equipment to your needs!
- Sport & wellness benefit (or its equivalent).
- Private medical care.
- Mental well-being program.
- Free access to one of the most popular e-book/audiobook services.
- Regular social events.
- Budget for 1:1 English language classes.
Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch.
Details
Apply routeDom
PLN 10.4k–PLN 14.6k/mo