Customer Success Manager

Customer Success Manager

Empowering brands to articulate their stories is at the heart of what we do. Papirfly is a European SaaS leader in Digital Asset Management and On-brand Content Creation, serving over 1 million users across more than 1,500 of the world's most recognised brands. Our modular suite of solutions enables companies to showcase brand assets to all stakeholders, manage and create on-brand content without design experience, and maintain a fully consistent brand identity across the organisation and all customer channels.

We're looking for a curious, people-first Customer Success Manager to join our US team. If you have experience in SaaS customer success or account management and are eager to grow in a high-impact, collaborative environment, this is your opportunity. You'll work closely with experienced teammates and big-name brands, helping customers thrive on our platform while building your own career in the fast-moving world of Mar Tech.

In return, you'll gain hands-on experience with a powerful platform used by leading global brands, a clear path to grow your skills in SaaS Customer Success, and ongoing support through mentoring and development opportunities. You'll be part of a collaborative culture that values new ideas, encourages curiosity, and prioritizes real impact over job titles.

• Client Relationship Management:
  Build and nurture strong, long-term relationships with clients, acting as a trusted partner to ensure ongoing satisfaction and success across the full customer lifecycle, from onboarding through to renewal and expansion.
• Renewal Readiness:
  Keep customers renewal-ready throughout the contract lifecycle by tracking value realised, product adoption and customer health, and keeping key stakeholders aligned. Flag risk early, and loop in Account Management for pricing, contract structure or negotiation support on more complex renewals.
• Customer Strategy & Stakeholder Mapping:
  Build a customer strategy, roadmap and stakeholder map for each account, aligning Papirfly's platform capabilities with the client's business objectives and surfacing opportunities for growth.
• Portfolio Management:
  Manage a book of client accounts, typically ranging from 30-40 depending on account size and complexity, balancing proactive account management with responsive day-to-day support.
• Understanding our customer's business problems and offering solutions through our technology.
• Assist in driving product adoption, ensuring customers achieve their goals using the Papirfly platform.
• Cross-Team Collaboration:
  Work closely with internal team members and directly with clients to translate their needs into actionable outcomes, ensuring smooth project execution.
• Host customer engagement sessions, supported by senior team members as required.
• Track and support customer goals, assisting in identifying opportunities for growth and expansion.
• Capture and share feedback to help improve our offering and customer experience.
• Bring a fresh perspective to our processes and continuously look for ways to improve how we work and serve our clients.

• 2-3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship building skills.
• Pro-activity, curiosity and an eagerness to learn - comfortable asking questions and proposing new ideas.
• High levels of organisation and confidence in managing multiple priorities and customer needs.
• Exposure to marketing teams or marketing technology platforms (not required but beneficial).

• Location: Based in NY, NJ, or the Chicago area - initially fully remote, with exciting opportunities for hybrid/office collaboration as our US team expands.
• Work Setup: Flexible working hours.
• Travel: Occasional business travel (approx. 5-10%) to connect with clients or meet up with your colleagues.
• Compensation: Competitive total reward package (base salary + performance-based variable).
• Culture: Diverse and multicultural team.