Customer Success Manager

Czym będziesz się zajmować? Own ~80 European, SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal. Be personally accountable for your book's Net Dollar Retention. Lead QBRs, executive reviews, and strategic calls with decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS. Own Slack channels for your most important accounts and respond within SLA. Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep. Report on your book weekly: health, risks, actions, outcomes. Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes. Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book. Kogo poszukujemy? Key requirements: 2+ years of experience as a CSM in B2B SaaS, owning a book of accounts end-to-end. Commercial mindset with measurable impact on retention, expansion, or churn. Technical curiosity to understand the product deeply rather than passing questions to engineering. English at C1 level. Hands-on experience with a customer success platform (e.g., Totango, Gainsight, ChurnZero). Good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention). Experience running QBRs and executive conversations with stakeholders up to VP level. Ownership reflex: ability to handle uncomfortable conversations and close the loop. Nice to have: Ability to leverage AI tools for automation and pipeline management. Czego wymagamy? 2 lata doświadczenia na podobnym stanowisku Znajomości: Totango ChurnZero Upsell Crosssell Customersuccess NDR Mile widziane: Customer Success Management Customer Retention Customer Success Platform KPIs QBRs AI Języki: Polski Angielski Jakie warunki i benefity otrzymasz? 10.4k–16.6k PLN netto/m (B2B) 8.6k–12.1k PLN brutto/m (Umowa o pracę) B2B - Elastyczne godziny pracy (100%) Praca zdalna: W całości Budżet szkoleniowy Kim jesteśmy? Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers. With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels. Founded in 2013, Tidio has grown to 180+ employees and has offices in San Francisco, Szczecin, and Warsaw. Tidio serves customers of all sizes from 205+ countries, including Mercedes, Shell, and Praktiker. Tidio’s live chat widget is viewed by 510 million unique users every month.