Customer Success Manager

🌟  Join Brand24!  🌟

🚀  Brand24 is an award-winning social listening and media monitoring tool used by thousands of brands worldwide including Intel, IKEA, H&M, GlaxoSmithKline, and Carlsberg. We turn 25,000,000+ online mentions into clear, actionable insights that help brands track reputation, analyze competitors, measure campaigns, research influencers, collect customer feedback, and generate leads.

We’re looking for a proactive and growth-oriented Customer Success Manager (CSM) who enjoys working in a fast-paced SaaS environment and is eager to build strong customer relationships from day one. In this role, you’ll support customers in achieving real business outcomes, helping them get the most value from our solution through onboarding, ongoing guidance, and a customer-first mindset.

You have a solid understanding of modern technologies, including the rapidly evolving LLM (Large Language Model) ecosystem, and you actively use tools like ChatGPT, Gemini, Claude or other AI assistants both professionally and privately. You’re comfortable discussing AI-driven workflows, automation opportunities, and how customers can benefit from these innovations.

As a CSM, you’ll collaborate closely with internal teams, contribute to strategic success plans, and identify opportunities for customer growth, retention, and long-term satisfaction. If you’re passionate about customer experience, data-informed decision-making, and leveraging new technologies to deliver impact, we’d love to meet you!

Salary: 8,000–11,000 PLN OTE (UoP or B2B, depending on experience)

This role requires:

• Availability to work a shift from 10 AM to 6 PM CET
• Spend two days per week working from our Wrocław office to collaborate with the team and attend meetings
• 1-2 years of experience in a client-facing role (preferably in a SaaS environment)
• Have C1/C2 level proficiency in both, English and Polish language (written and spoken)
• Knowledge of SEO, GEO, or both is a bonus!
• Ability to contribute to customer satisfaction, renewal, and growth through a proactive mindset
• Experience or strong motivation to support customer onboarding, product training, and driving adoption
• Curiosity about customer experience trends, SaaS best practices, and modern tools (including AI/LLM solutions)

What you’ll do:

• Own and manage a portfolio of Polish and global customers, supporting them throughout the entire customer journey
• Provide both proactive success guidance and reactive support to existing clients, ensuring timely responses to their needs and questions.
• Help customers maximize the value of our solution and achieve their business goals through ongoing communication and support
• Guide new clients through a smooth onboarding process, ensuring successful implementation and early product adoption
• Monitor customer data to identify potential upsell, upgrade, and cross-sell opportunities that contribute to growth
• Support retention efforts by helping maintain high renewal rates and reduce customer churn
• Track key Customer Success metrics (e.g., usage, engagement, retention) and escalate risks when needed
• Collaborate closely with Sales and Product teams to improve the overall customer experience
• Act as the voice of the customer by sharing insights internally to help shape product and service improvements
• Participate in regular customer check-ins and strategic meetings, including Quarterly Business Reviews (QBRs), to assess progress and future needs
• Stay curious about market trends, customer success best practices, and modern tools (including AI/LLM solutions) to continuously enhance the customer experience

¿Cómo es el proceso de contratación? 

Nos gusta que las cosas sean sencillas y eficaces. Esto es lo que puede esperar:

1. Quick Phone Call – A short screening call to get to know each other better and to align on expectations
2. Interview – A deeper conversation about your experience, skills, and approach to customer success
3. Task: Product Demo – You’ll get a chance to showcase your ability to present a product demo, just like you would with a real customer!

That’s it! If everything goes well, we’ll be excited to welcome you to the team. So hit ‘apply’ and help us shape the future of customer experience at Brand24.