🕒 8 days ago
Manage customer relationships throughout the contract period, guiding onboarding and product adoption, resolving issues with internal teams, and supporting customer satisfaction, retention, and renewals.
Customer Success Manager (AI-native B2B SaaS)
🕒 2 days ago
Customer SuccessB2B SaaSAccount ManagementCustomer Onboarding
📜 Description
- Manage approximately 80 European SMB and mid-market accounts from onboarding through renewal.
- Drive adoption and customer growth by helping clients use AI-native products to achieve business goals.
- Lead QBRs, executive reviews, and strategic conversations with customer decision-makers.
- Identify, negotiate, and close account expansion opportunities independently.
- Monitor account health and report weekly on risks, actions, and outcomes.
- Share product and process feedback and support campaigns and content that drive adoption and reactivation.
🛠️ Requirements
- 2+ years as a Customer Success Manager in B2B SaaS, owning a book of business end-to-end.
- Demonstrated impact on retention, expansion, or churn, supported by specific results.
- Actively use AI agents and know how to help customers apply them to business growth.
- Technical curiosity and willingness to explore products and resolve questions independently.
- C1 English; Ukrainian is a plus.
- Hands-on experience with a customer success platform such as Totango, Gainsight, or ChurnZero, including building automations and workflows.
- Understand customer success KPIs, including churn rate, retention rate, and net dollar retention.
- Experience running QBRs and executive conversations with stakeholders up to VP level.
✨ Benefits
- Style of writing job offers
- Tidio's model of work (remote work with access to offices)
- I don't know just looking for a job
- What type of contract do you prefer? * B2B
- Contract of employment
- Doesn't matter
- What are your salary expectations (monthly in EUR or PLN)? *
Full job description
Location: Europe, remotely.
Base salary (monthly): PLN 10.000 - 13.300 on B2B | EUR 2.300 - 3.100 on B2B + commission
Contract type: B2B or Contract of employment
Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.
Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!
A few facts about us:
Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1
We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.
Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service! 🌍
Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
Currently, we hire over 150 fantastic people.
As a Customer Success Manager at Tidio, you’ll step into a dynamic and impactful role within our close-knit, international team of 5. Imagine yourself as the trusted partner for our European B2B customers, empowering them to unlock the full potential of Tidio and transform their businesses. In this role, you won’t just be managing accounts; you’ll be cultivating long-term relationships, becoming an expert in our product, and guiding clients toward success in a way that truly makes a difference.
If you’re passionate about driving adoption, proactive in finding solutions, and thrive in a collaborative, fast-paced SaaS environment, this is your opportunity to shine. At Tidio, we value innovation, empathy, and celebrating every win, big or small. Join us, and together, let’s create success stories that leave a lasting impact.
As the Customer Success Manager, you will:
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
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