Senior Manager, Customer Success (Scale)
O
OptroB2B SaaS
Location: PolandFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience; 2-4+ years of People Leadership
- Required Skills
- People ManagementSalesforceTableauCustomer Success
Requirements
- 5–8+ years of Customer Experience, Program Management, Customer Success or Ops experience in B2B SaaS.
- 2-4+ years of people leadership experience in B2B SaaS Customer Success or Account Management.
- Proven track record in Scale, Digital-Led, or Pooled CS models.
- Experience building day-to-day workflows from high-level strategy.
- GRC domain knowledge.
- Proficiency with Gainsight, Salesforce, and Tableau.
- Experience managing teams across international markets.
- Exceptional English fluency.
Responsibilities
- Directly manage, coach, and lead a team of Customer Success Managers in Poland.
- Lead the recruitment and training of new CSMs.
- Conduct regular 1:1s, shadow customer calls, and provide actionable feedback.
- Foster a high-energy, collaborative, and inclusive environment within the Poland office.
- Execute digital-led strategies and playbooks across the Scale customer base.
- Adapt global programs to local requirements (e.g., GDPR, international audit standards).
- Monitor team dashboards to ensure at-risk customers are identified and effectively managed.
- Partner with Scale/Digital and Product teams to improve the global digital journey.
- Own the Gross Retention Rate and lead generation metrics for the Scale segment.
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