What You'll Do
Manage a global portfolio of SMB customers, serving as their primary contact from initial handover through ongoing engagement. Ensure new clients transition smoothly into production by initiating contact quickly and guiding them through onboarding milestones.
Build strong relationships by understanding each customer’s goals and demonstrating how the platform supports their objectives. Proactively monitor usage patterns and engagement levels to identify risks early and implement timely interventions.
Facilitate access to support resources, including community forums, technical assistance, and training workshops. Conduct regular check-ins, deliver progress updates, and maintain detailed records of all interactions and account activity.
Spot opportunities for expansion by introducing new features such as Agentic Analytics through targeted demos and value-driven discussions. Collaborate with Sales and Finance during renewal cycles, and work closely with Product, Engineering, and Professional Services to advocate for customer feedback.
Requirements
- Minimum of five years in Customer Success or related B2B SaaS roles
- Proven experience managing scaled customer portfolios, particularly in SMB segments
- Familiarity with analytics or data-driven platforms
- Strong organizational abilities with a track record of managing multiple accounts efficiently
- Ability to detect potential issues before they escalate and take initiative to resolve them
- Commercial mindset with a focus on retention, renewal, and growth
- Clear, confident communication skills across technical and executive audiences
- Collaborative approach with cross-functional teams
Preferred Qualifications
- Experience with structured customer success frameworks and methodologies
Work Mode
This role is based in the Czech Republic, with occasional visits to an office location expected for team collaboration. The position supports remote work with periodic in-person engagement.
