Customer Success Team Manager

Main responsibilities:

• Overall responsibility for retention and growth of our customers;

• Overall responsibility for the service quality provided to our customers;

• Develop strategies to grow existing accounts and ensure quality and cost-effective services;

• Gain a deep understanding of the client’s needs and what they expect from our company;

• Develop tactics that will deliver the most appropriate products or services

• Use your outstanding communication skills to present to and influence key stakeholders in our company;

• Work closely with the managers of other teams to provide the best opportunities for our clients;

• Responsible for structuring a high-performing team of the best account managers and ensuring the continuous growth of the team talent;

• Line manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner;

• Optimize, manage and oversee all relevant execution processes together with the Operations Manager, making the customer experience as smooth as possible, and at all times optimizing for customer satisfaction;

• Define (and continuously refine) customer success best practices;

Skills and Qualification 

Must-haves:

• Excellent team management skills;
• Can read between the lines and see the essence in a mixture of stories and focus the team on that;
• 2+ years of experience in a similar role (account management, customer success, sales) within publishing or information industries or SaaS/ B2B environment;
• You love speaking to customers, understanding and solving their problems, and have excellent verbal and written communication skills;
• You’re tech-savvy and have a genuine interest in ad tech/software and products;
• Excellent command of English both written and spoken;
• Experience with at least one CRM (Salesforce, Zoho)

What to Expect

Exciting company

Our goal is to be a world-class organization.

This means we thrive in change, make mistakes, learn from them and compete with the best on the world stage.

Great team

We’re a team, guided by shared values and purpose.

You’ll receive unconditional support in your development and access to domain knowledge that has been collected for nearly 10 years.

Autonomy

We believe that smart people don’t need someone to constantly look over their shoulders.

That’s why we encourage you to bring your best self and perform in a way that suits you best, as long as you help the company achieve its goals.

Grow, Grow, Grow

This is your main goal! You will get a lot of feedback and a ton of support to act on it.

It’s up to you to stay curious and never stop pursuing your personal growth.

Additional Benefits

Long Live Growth Mindset:

• Personalized Growth Map twice a year;
• Digital library with unlimited access to non-fictional books;
• Individual budgets for training and courses

Flexibility:

• Various options for working remotely and flexible working hours;
• Half-day vacation;
• An extra day off for each year with the company

A Healthy Mind In A Healthy Body:

• Multisport card;
• Additional health insurance;
• Individual budgets for dental care and dioptric glasses/lenses

Fun Activities For The Whole Team:

• One big teambuilding;
• Christmas party;
• Various fun activities in the offices

First step

If this role matches your career development goals, send us:

• An up-to-date copy of your CV in English;

• An essay on “What is your motivation to apply for this role?” (optional).