Customer Success Manager - Czech

About Your Role:

We are seeking an experienced and results-oriented Customer Success Manager (CSM) to own, manage, and strategically grow a dedicated portfolio of our most valued customers. As a CSM, you will be the primary, trusted advisor responsible for driving product adoption, ensuring clients achieve measurable Return on Investment (ROI), and securing high-value renewals and expansions. This is a high-impact, client-facing role requiring a proactive approach, deep strategic thinking, and a proven ability to manage complex relationships within a fast-paced Software as a Service (SaaS) environment.

You will play a critical role in strengthening our market presence by transforming satisfied customers into strong advocates and partners. This is a remote position.

• A Proven Professional:
  You have a minimum of 2 years of hands-on experience as a Customer Success Manager or in a similar strategic account management role within a B2B SaaS company.
• Strategic Relationship Builder:
  You are a skilled executive communicator who can develop deep, trust-based relationships with key stakeholders, including C-level executives and decision-makers.
• Value and ROI Focused:
  You are adept at identifying a customer's core business challenges and mapping our platform's capabilities directly to their measurable business outcomes.
• Growth Driver:
  You have a track record of driving higher net retention by identifying, scoping, and closing upsell and cross-sell opportunities within your assigned accounts.
• Data-Driven:
  You use customer usage data, health scores, and business metrics to inform your strategy, proactively address risks, and confidently present your findings in formal Executive Business Reviews (EBRs).

• Strategic Account Ownership: Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal. Develop and execute detailed Customer Success Plans focused on business outcomes.
• Executive Business Reviews (EBRs): Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.
• Risk Mitigation & Renewal: Proactively monitor customer health and adoption metrics. Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long‑term contracts.
• Expansion & Revenue Growth: Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross‑sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).
• Product Expertise & Advocacy: Maintain deep expertise in our platform and its use cases. Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.
• Schedule: The required working hours for this role are 9:00 AM–5:30 PM (GMT), Monday through Friday. Candidates must be willing and able to maintain this schedule on an ongoing basis.

• Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory.
• Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals.
• Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior‑level executives.
• Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases.
• Expertise in working with Customer Success Management platforms (e.g., Salesforce, Hub Spot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides).
• Proven track record of managing and expanding accounts within Marketing and Sales orgs, demonstrating a deep understanding of their unique Ideal Customer Profiles (ICPs), KPIs (e.g., MQL-to-SQL conversion), and campaign life cycles.
• Bachelor’s degree preferred in Business, Marketing, or a related field.

• One Team - Everyone…