Customer Success Manager – AI-native B2B SaaS
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Manager owning European SMB and mid-market accounts for Tidio’s AI-powered customer service platform. Driving adoption, retention, renewals, and expansion.
Responsibilities:
- Own approximately 80 European SMB and mid-market accounts end-to-end, from onboarding through renewals
- Be accountable for the book’s Net Dollar Retention
- Lead QBRs, executive reviews, and strategic calls with decision-makers
- Own Slack channels for key accounts and respond within SLA
- Identify expansion opportunities and independently close upsells through price anchoring and negotiation
- Report weekly on account health, risks, actions, and outcomes
- Provide specific product and process feedback to Product and Leadership teams
- Support outbound campaigns, emails, and enablement content to drive adoption and reactivation at scale
Requirements:
- 2+ years as a CSM in B2B SaaS, with a book owned end-to-end
- Commercial mindset with measurable influence on retention, expansion, or churn
- Technical curiosity and ability to understand and own the product
- English at C1 level; Ukrainian is a plus
- Hands-on experience with a customer-success platform such as Totango, Gainsight, ChurnZero, or equivalent
- Understanding of industry-standard KPIs, including churn rate, retention rate, and net dollar retention
- Experience running QBRs and executive conversations with stakeholders up to VP level
- Strong ownership and ability to handle difficult customer conversations and close loops
- Ability to leverage AI tools for automation and pipeline management is a bonus
Benefits:
- Company-sponsored courses and conferences
- Remote work model with flexible hours
- 26 days off guaranteed in a year
- Individual work tools, including MacBook, Dell screen, and JBL headphones, tailored to your needs
- Sport & wellness benefit (or its equivalent)
- Private medical care
- Mental well-being program
- Free access to an e-book/audiobook service
- Regular social events
- Budget for 1:1 English language classes
Similar Jobs
Director, Sales & Customer Success
Sales director leading specialty sales and customer success for Empower’s evidence-based behavioral health and community care programs. Building pipeline discipline, cross-sell strategy, AI-enabled workflows, and a regional pod model.
Customer Success Manager
Customer Success Manager managing healthcare customer accounts and adoption outcomes. Guiding users toward measurable value from WellHive’s platform.
Client Success Consultant – Assistant Solutions
Client Success Consultant helping BELAY, a virtual staffing company, retain clients and grow accounts. Managing client-contractor relationships, service delivery, consulting, and upselling remotely.
Client Success Consultant – Financial Solutions
Client Success Consultant managing financial-services client relationships, onboarding, retention, and account growth for BELAY. Advising clients and contractors on financial and bookkeeping engagements.
Digital Marketing Customer Success Manager
Digital Marketing Customer Success Manager connecting SEO, AI search, GEO, and PPC performance to client business results. Managing retention, reporting, optimization, and account growth.
Digital Marketing Customer Success Manager
Digital Marketing Customer Success Manager helping agency clients improve visibility, qualified leads, and ROI through SEO, GEO, AI search, and PPC.
Digital Marketing Customer Success Manager
Digital marketing customer success manager connecting SEO, GEO, AI search, and PPC performance to client business results. Managing retention, reporting, and growth for a digital marketing agency.
Vice President, Customer Success
Vice President, Customer Success leading value realization, retention, renewals, and expansion for Brightfield’s AI-powered workforce analytics platform. Coaching customer leaders and driving executive relationships.
Partnerships Success Manager
Strategic Customer Success Manager guiding enterprise healthcare systems’ AI strategy and measurable outcomes. Leading executive partnerships, renewals, expansion, and customer success for Aidoc’s clinical AI platform.
Client Engagement Manager – Post-Pay, Specialist
Client Engagement Manager leading payer implementations for Lyric’s healthcare decision intelligence platform. Translating payment integrity needs into requirements, data mappings, testing, and go-live delivery.
Customer Success Leader
Customer Success Leader scaling Liquibase’s Customer Success organization for its database DevOps platform. Driving retention, renewals, expansion, adoption, and executive customer relationships.
Patent Prosecution Customer Success Manager
Customer Success Manager supporting LexisNexis patent prosecution solutions through customer training, product adoption, and strategic engagement. Serving IP customers across Pennsylvania or New Jersey.
Patent Prosecution Customer Success Manager
Customer Success Manager helping LexisNexis customers adopt intellectual property solutions. Delivering patent-prosecution training, demonstrations, and strategic customer engagement.
Customer Success Manager
Customer Success Manager guiding organizations using Submittable’s social-impact program platform. Building success plans, conducting business reviews, and driving client expansion.
Customer Success Specialist
Customer Success Specialist managing high-volume SaaS account renewals, contracts, and retention for LevelUp’s outsourcing clients. Collaborating with CSMs to improve revenue retention and CRM accuracy.
Customer Success Coordinator
Customer Success Coordinator supporting CDK Global’s automotive dealership SaaS customers. Maintaining account data, preparing health reporting and assisting retention and Executive Business Review activities.
CRM Manager
CRM Manager building Braze lifecycle journeys for Bondora’s digital lending and investment products. Optimizing customer value, compliance, experimentation and repayment communications across Europe.
School Success Manager
School Success Manager managing Victorian school relationships for Atomi’s education platform. Driving adoption, renewals, expansion and educator success through training, account planning and thought leadership.
Senior Customer Success Manager
Senior Customer Success Manager advising enterprise customers on Skillsoft’s AI-native learning and skills management solutions. Driving adoption, measurable outcomes, retention, renewals, and expansion.
Customer Success Manager
Customer Success Manager owning onboarding, retention, renewals, and expansion for Hypori’s secure-mobility cybersecurity SaaS customers. Partnering with Sales, Product, Engineering, and Support.