Customer Success Manager
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Job Description
Customer Success Manager strengthening client relationships and retention for Eleken’s subscription-based SaaS design services. Managing feedback, invoicing, renewals, and expansion opportunities remotely.
Responsibilities:
- Stay in touch with active clients and ensure smooth collaboration
- Run quarterly NPS calls to collect qualitative feedback
- Collect testimonials and reviews on platforms such as Clutch and LinkedIn
- Conduct exit interviews when clients leave
- Control the invoicing process and ensure timely payments
- Identify risks early and coordinate with the internal team
- Maintain a friendly, professional tone and follow up on overdue feedback or payments
- Reconnect with past clients and maintain relationships
- Identify expansion or return opportunities
- Progress through interviews with Talent Acquisition Specialist and CEO, reference check, and offer stage
Requirements:
- 2+ years in B2B client-facing roles (Customer Success, Sales, Account Management — ideally in tech or creative services)
- Fluent English (spoken and written communication with clients)
- Experience running discovery calls with clients to identify business goals, needs, blockers, and risks
- Upsell / cross-sell skills
- Familiarity with CRM systems and client communication tools (Slack, Notion, Attio)
- Discovery mindset — curiosity and ability to ask open and probing questions
- Empathy and client orientation
- Strong communication skills (clear, structured, diplomatic)
- Initiative and process improvement skills
- Organization and prioritization skills for managing multiple clients and priorities
- Ability to collaborate effectively with sales and marketing
Benefits:
- Flexible working hours
- Paid vacations and sick leaves
- Fully remote work
- Co-working space compensation
- Finance Support (accounting provided)
- Employee referral bonus
- Reading Club and corporate library
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