Customer Success Manager

• 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.

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.