Customer Success Manager (AI-native B2B SaaS)

Tidio is a leading AI-powered customer service platform that helps businesses scale efficiently while maintaining a human touch. We are looking for a dedicated Customer Success Manager to join our international team and partner with European B2B clients to unlock the full potential of our product.

Key responsibilities

• Manage a portfolio of approximately 80 European SMB and mid-market accounts, overseeing the entire lifecycle from onboarding to renewal.
• Take full accountability for Net Dollar Retention and proactively identify and close expansion opportunities.
• Lead strategic QBRs and executive reviews with key stakeholders and decision-makers.
• Report weekly on account health, risks, and outcomes while providing actionable product feedback to internal teams.
• Support the creation of outbound campaigns and enablement content to drive product adoption at scale.

Requirements

• At least 2 years of experience as a CSM in a B2B SaaS environment with end-to-end account ownership.
• Strong commercial mindset with a proven track record of influencing retention and expansion metrics.
• Technical curiosity and the ability to master the product to solve complex client challenges independently.
• Proficiency in using customer success platforms like Totango, Gainsight, or ChurnZero to build workflows.
• Excellent command of English at a C1 level and a high-agency approach to problem-solving.

What we offer

• The opportunity to work at a global, AI-native company at the forefront of customer service innovation.
• A fully remote work model with flexible hours and a flat organizational structure.
• Comprehensive benefits package including private medical care, mental well-being programs, and a sport/wellness budget.
• Professional development support through company-sponsored courses, conferences, and English language classes.
• A personalized hardware setup including a MacBook and accessories tailored to your needs.