Customer Success Manager

About the role:

We’re looking for someone who thrives on building authentic relationships, solving complex challenges, and turning insights into growth. As our Customer Success Manager for enterprise clients, you’ll be the strategic partner guiding them from onboarding to long-term success — helping them unlock the full power of Surfer and grow with us.

You’ll join a brand-new Customer Success team, built from scratch to support our enterprise clients. That means you’ll have the freedom and responsibility to shape how we define success — from designing scalable processes to testing bold ideas that help our customers (and us) grow faster. If you love autonomy, learning by doing, and leaving a mark, this is your kind of playground.

We’re a remote-first company, but if you ever crave some in-person energy, we’ve got a cozy office in Wrocław where the magic happens (and coffee never runs out ☕).

What you’ll own:

• Track customer health, engagement, and product usage to spot risks early — and act before they escalate.

• Identify and drive upsell opportunities by understanding each client’s evolving goals and matching them with Surfer’s solutions.

• Become the trusted advisor for your accounts — focused on outcomes, not check-ins.

• Deliver smooth, value-driven onboarding and training sessions that help clients reach their “aha!” moment quickly.

• Build tailored proposals and commercial offers that move customers forward and support business priorities.

• Partner closely with Sales, Marketing, and Product to deliver seamless customer experiences and share insights that shape our roadmap and GTM strategy.

What we are looking for:

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS role. Proven wins in retention, adoption, or expansion.

• You know how to build trust fast. You communicate clearly, listen deeply, and make complex ideas feel simple.

• You’re great at learning new tools and walking others through them—especially marketing, SEO, or analytics platforms. You know how to interpret metrics like health scores or churn signals.

• You’re structured but flexible—organized enough to manage a high client load, and proactive enough to take action without being asked.

• You care about outcomes, not checklists. You take ownership and advocate for the customer like it’s your own business.

• Native-level English (spoken and written). Bonus points for other languages.

Nice-to-haves:

SEO & content experience, AI curiosity, or operations management chops.

What we offer:

• Choose between fully remote or hybrid work from our modern Wrocław office

• 27 days of PTO per year, plus additional sick leave when you need it

• $1,000 annual development budget for courses, conferences, or any learning resource that helps you grow

• Comprehensive healthcare with SafetyWing: Global coverage that goes beyond basics, includes medical assistance, dental care, vaccinations massages and even glasses - because your wellbeing matters

• 50% co-financing of a Multisport card for those based in Poland or a monthly wellness allowance if you’re working from abroad