Customer Success Manager

Level Blue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world's most analyst-recognized and largest pure-play managed security services provider, Level Blue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. Level Blue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.

ONLY POLAND BASED - Employment Contract

We are seeking a motivated Customer Success Manager to support customer satisfaction, retention, and growth. This role will manage a portfolio of customers, helping them achieve business outcomes through effective and proactive account management. Additionally, the role will support the renewal process by partnering with customers and internal teams to ensure timely renewals and minimize churn.

The ideal candidate is an excellent communicator, highly organized, data-driven, and passionate about helping customers succeed.

• Serve as the primary point of contact for an assigned portfolio of customers.
• Build trusted relationships with customer stakeholders and end users.
• Conduct regular customer check-ins, business reviews, and success planning sessions.
• Develop an understanding of customer goals, challenges, and use cases.

• Proactively identify and address customer concerns before they become escalations.
• Partner with Support, Product, and Sales teams to resolve customer issues.
• Create and execute customer success plans for key accounts.
• Encourage participation in customer advocacy programs, case studies, and reference opportunities.

• Maintain accurate customer records within CRM and Customer Success platforms.
• Track customer health scores, engagement metrics, and success milestones.
• Provide feedback to leadership regarding customer trends, risks, and opportunities.

• Manage a queue of assigned customer renewals.
• Initiate renewal discussions 90-120 days before contract expiration.
• Review renewal opportunities and identify potential risks.
• Partner with Sales and Account Management teams on renewal strategies.

• Identify at-risk customers and develop action plans to improve retention.
• Communicate renewal timelines, pricing, and contract requirements.
• Assist with renewal forecasting and pipeline reporting.
• Support negotiation discussions within established approval guidelines.

• Ensure contracts and renewal documentation are completed accurately.
• Maintain renewal records and update CRM systems.
• Track renewal status and escalated risks appropriately.

• 1-3 years of experience in Customer Success, Account Management, Sales, Customer Support, or related customer-facing role.
• Strong communication and relationship-building skills.
• Excellent organizational and time-management abilities.
• Experience using CRM systems such as Salesforce, Hub Spot, or similar platforms.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Preferred Experience in a SaaS, technology, or subscription-based business.
• Understanding of customer lifecycle management and renewal processes.
• Experience working with customer health metrics and retention strategies.

• Customer Success Customer health score improvement
• Product adoption and engagement rates
• Customer satisfaction (CSAT)
• Net Promoter Score (NPS)
• Retention rate
• Renewals Gross renewal rate
• Net revenue retention…