Senior Manager, Customer Success

Posted 16ds ago

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Senior Manager, Customer Success leading the Poland Scale team for Optro. Driving customer success strategies in the B2B SaaS space.

Team Leadership: Directly manage, coach, and lead a team of Customer Success Managers in Poland, acting as the primary leadership presence in our Poland hub.
Hiring & Onboarding: Lead the recruitment and training of new CSMs, ensuring they develop GRC domain knowledge, product use cases and "Scale" operational skills.
Performance Coaching: Conduct regular 1:1s, shadow customer calls, and provide actionable feedback to help your team achieve their retention and expansion targets.
Culture Carrier: Foster a high-energy, collaborative, and inclusive environment within the Poland office that aligns with Optro’s global values.
Execute Global Plays: Take the digital-led strategies and playbooks and ensure they are deployed effectively across the Scale customer base.
Localization & Optimization: Identify global and regional nuances (e.g., GDPR requirements, international audit standards, or local workflows) and adapt global programs to ensure they resonate with Scale customers.
Operational Excellence: Monitor team dashboards to ensure "at-risk" customers are being identified by the tech-touch triggers and that your team is intervening effectively.
Feedback Loop: Act as the voice of the Scale customers. Partner with Scale/Digital and Product teams to share insights that will improve the global digital journey.
Business Outcomes: Own the GRR (Gross Retention Rate) and lead generation metrics for the Scale segment.

5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience: Specifically within B2B SaaS, with a proven track record in Scale, Digital-Led, or Pooled CS models.
2-4+ years of People Leadership: Proven experience managing B2B SaaS Customer Success or Account Management teams. You have a track record of developing junior talent into high performers.
Operational Execution: You are a "Master of the How." You enjoy taking a high-level strategy and building the day-to-day workflows to make it a reality.
GRC Literacy: You understand the "Language of Audit, Risk, and Compliance." You can guide your team through complex customer workflows and ROI conversations.
Data-Driven: You are comfortable using Gainsight, Salesforce, and Tableau to track team performance and customer health.
Global Operational Perspective: Experience managing customers or teams across international markets; understanding the cultural and regulatory diversity of the territory.
Communication: Exceptional English fluency. You must be able to bridge the gap between US-based strategic leadership and your local execution team.