Customer Success Manager

We are seeking a dynamic, results-driven, and highly motivated professional to join our Customer Success Team! As a Customer Success Manager at Mend, you will play a pivotal role in building and maintaining long-lasting relationships with assigned accounts, ensuring customer satisfaction, and maximizing ROI. Your efforts will directly contribute to driving renewals and identifying new growth opportunities for our solutions.

The ideal candidate is ambitious, resilient, and curious about customers' unique business challenges. They should be technically savvy and skilled at crafting tailored solutions for diverse scenarios.

This is a remote role, operating Monday through Friday, as part of our growing team in Poland!



Key Responsibilities:

• Cultivate and strengthen relationships at all organizational levels within customer accounts.
• Oversee deployment and onboarding processes for assigned customers.
• Gain technical expertise in the company's solutions to better support customer needs.
• Serve as a trusted advisor for customers throughout their lifecycle (Implementation, Adoption, Proficiency, Expansion, and Renewal).
• Collaborate with Solution Architects, Solution Engineering, Product Management, Customer Support, and Sales teams.
• Create, deliver, and manage customer success plans that define key success factors and metrics.
• Drive customer engagement through training and best practices to add ongoing value.
• Track and analyze adoption rates for assigned accounts; align customer goals with their use cases.
• Ensure customer retention aligns with company objectives and oversee license renewals.

Requirements:

• Minimum of 4 years’ experience in a Customer Success role, managing large accounts.
• Native-level English proficiency.
• Experience from a SaaS B2B company - is must have a requirement
• Proficiency with development environments.
• Strong technical and problem-solving abilities.
• Proven history of delivering substantial value to customers.
• Self-driven, proactive team player with a passion for learning.
• Excellent communication and interpersonal skills.
• Bachelor’s degree or higher in a relevant field.