Customer Success Manager

Department: Customer Success Reports to: Director of Sales & Customer Success Location: Remote (Europe-based) or Hybrid (from our Warsaw office) About the Role We're looking for a Customer Success Manager who loves building strong, long-term relationships and helping customers get the most out of our product. At Survicate, our CSMs partner with some of our most important clients, often large or enterprise-level companies, to make sure they reach their goals, get measurable value, and stay with us for the long run. You'll work closely with multiple stakeholders on the customer side (from product to marketing to leadership), guiding them through onboarding, adoption, and growth. You'll also collaborate with our internal teams (Support, Product, and Sales) to make sure every customer feels heard and cared for. Your mission? Help customers succeed, stay happy, and grow with us. What you'll do Build and maintain trusted, long-term relationships with key customers (often with multiple stakeholders and complex needs) Guide customers through onboarding and help them get quick wins from Survicate Handle the your book of existing business: keep track of product usage, customer health metric, and renewals. Identifying risks and opportunities for expansion Conduct periodic check-ins, meetings, and business reviews with Clients to gauge their product satisfaction and usage Act as the customer's advocate - share feedback, requests, and insights with Product team Support marketing activities by collecting success stories, testimonials, and case studies to showcase customer impact Who we're looking for You've got experience (2-4, ideally) working with customers, in a subscription-based B2B software - meaning you've helped clients succeed with a product. You understand what it takes to manage relationships, navigate complex organizations, and turn challenges into long-term wins. But beyond experience, here's the type of person who thrives here: You're a people person. You build trust naturally and communicate with warmth and confidence, whether it's an email, a call, or a business review. You're organized and reliable. You can juggle multiple accounts, keep track of follow-ups, and never let things slip through the cracks. You're curious. You love understanding how different companies use our product and what success looks like for them. You stay curious about both our customers' industries and the Customer Success field itself - keeping up with new strategies, tools, and best practices to keep leveling up your game. Y ou're tech-savvy . You learn tools quickly (both ours and the ones we integrate with) and you can confidently explain how Survicate fits into a customer's existing tech stack. You understand ecosystems, not just products. You're a self-starter. You don't wait for someone to tell you what to do - you take initiative, find solutions, and make things happen. You spot risks before they turn into churn, identify opportunities before they're asked for, and always look for ways to bring more value to your accounts. On the other hand, this role might not be a fit if... You prefer a structured, corporate-style environment. We move fast, pivot often, and sometimes build the plane while flying it. We understand that this dynamic isn't for everyone, and that's perfectly okay. Change and ambiguity stress you out. Roles evolve here. New processes, priorities, and ideas pop up as we grow. Embracing this level of flexibility is crucial for success here, but we acknowledge it may not suit everyone. You need constant direction. We value self-starters who figure things out and make things happen. If you prefer a more structured work setting where tasks are explicitly assigned, our outcomes-focused approach might not align with your expectations. You're not comfortable managing a large portfolio of customers. This role means juggling multiple relationships at once, staying organized, and keeping track of each customer's journey. If you prefer working with just a few clients at a time, this might not be the best fit. Compensation: Salary of Monthly PLN 10,000 to PLN 12,000 net VAT Uncapped Commission on upsells Why you'll love working at Survicate Partner with some of the best clients out there - seriously. Our customers are smart, ambitious professionals who care deeply about understanding their users and growing their businesses. You'll get to collaborate with them, celebrate their wins, and help them achieve success. Work with a product that customers genuinely love (check our reviews if you don't believe us ). Be part of a supportive, no-BS team where everyone has real ownership and autonomy. We move fast, test bold ideas, and cheer each other on. Best-in-class benefits: private healthcare, Multisport card, PetHelp, a benefits platform, a personal assistant (AskHenry), and access to the Hedepy (HearMe) mental health platform. Keep a healthy balance with flexible hours and paid time off (sick leave also ). A small team so you won't be one of the dozens. Your impact will be felt inside and outside the company. Experienced, remote-first team with healthy processes. Friendly and time-respectful teammates. Company events - meetings, occasional retreats. How to apply Upload your CV in English. Record a short video telling us a bit about yourself and why you'd like to join Survicate. Never heard of us before? Totally fine - we'd love to hear your first impressions, too P.S. don't stress about looking all polished. If you're in your home clothes, go for it anyway. Most of us work from home and live in sweats, so you'll fit right in. We promise, we don't judge