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The Customer Success Manager I is a dynamic, execution-focused role designed to support a SMB high-volume customer segment. We are seeking a results-driven Customer Success Manager to join our team. This role will include being part of a team that focuses on advising our customers, responsible for developing and executing strategies to foster long-term partnerships, drive revenue retention and growth, while ensuring customer advocates.  An ideal candidate will exhibit high-energy, and be a detail-oriented individual who understands and/or eager to execute on the commercial side of the tech industry and has a proven track record with personal face to face  customer engagement. This is a foundational role with clear growth opportunities into more strategic Customer Success Roles.

The Day-to-Day

Commercial Execution & Retention

• Renewal Management: Own the end-to-end renewal process for assigned high-volume accounts, ensuring timely contract execution and maintaining high Gross Revenue Retention (GRR).

• Expansion Identification: Monitor account health and usage data to identify "ready-to-buy" signals, qualifying leads for upsells and passing them to sales team members.

• Contract Administration: Manage the administrative side of the customer relationship, including processing amendments, handling billing inquiries, and ensuring CRM data integrity.

• Downgrade Management: Assess, process, and accurately execute customer downgrade requests in alignment with policy, ensuring retention risks are identified, properly documented, and addressed through appropriate internal escalation or value-based conversations.
   

Team Collaboration & Support

• Internal Partnership: Work daily with a team of cross-functional team members to provide a unified customer experience. The CSM team will focuses on adoption and value programs

• Escalation Support: Act as the first line of defense for commercial escalations within the squad, coordinating with Finance and Legal to resolve obstacles to renewal.
   

Operational Excellence & Accountability

• Data Integrity: Maintain a "high bar" for CRM hygiene. Ensure all renewal dates, contact information, and commercial notes are updated in real-time to support accurate executive forecasting.

• Process Improvement: Actively identify bottlenecks in the high-volume renewal process and propose automation or workflow changes to increase the squad's efficiency.

• KPI Performance: Drive relentless execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.
   

Qualifications

• Experience: 1–2 years of experience in a customer-facing role (Account Management, Sales, or Customer Success), preferably within a B2B SaaS or tech environment.

• Commercial Mindset: Basic understanding of SaaS financial metrics (ARR, Churn, Upsell) and experience with contract terminology.

• Technical Proficiency: Experience using CRM tools like Salesforce and CS platforms like Gainsight. Proficient in Google Suite.

• Communication: Exceptional written and verbal communication skills in English; ability to manage high-volume call, email, and chat correspondence with professional "Executive Presence."

Core Qualities for Success

• Accountability: You take personal ownership of the commercial outcomes for the customer pool and don't let small details slip through the cracks.

• Collaborative Spirit: You thrive in a "we" environment rather than an "I" environment, understanding that your commercial wins support the team’s overall health goals.

• Agility: You are comfortable pivoting between dozens of different customer interactions in a single day without losing focus or quality.
  
  Perks & Benefits

• Company Stock Options (Every employee is an owner in the company)

• Great Health Benefits (Medical, Dental, Fertility)

• Paid Family and Caregiver’s Leave

• Employee Assistance Program

• Generous Vacation Time (Who doesn’t like time off)

• €435 one-time work from home allowance

• 4 Company Wellness Days a year

• Pension, 5% company match

• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal
  
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