Customer Success Manager

Czym będziesz się zajmować?

• 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.

• 2+ years of experience as a CSM in B2B SaaS, owning a book of accounts end-to-end.
• Commercial mindset with measurable impact on retention, expansion, or churn.
• Technical curiosity to understand the product deeply rather than passing questions to engineering.
• English at C1 level.
• Hands-on experience with a customer success platform (e.g., Totango, Gainsight, ChurnZero).
• Good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
• Experience running QBRs and executive conversations with stakeholders up to VP level.
• Ownership reflex: ability to handle uncomfortable conversations and close the loop.

• Ability to leverage AI tools for automation and pipeline management.

• Totango
• ChurnZero
• Upsell
• Crosssell
• Customersuccess
• NDR

• Customer Success Management
• Customer Retention
• Customer Success Platform
• KPIs
• QBRs
• AI

• Polski
• Angielski

• 10.4k–16.6k PLN netto/m (B2B)
• 8.6k–12.1k PLN brutto/m (Umowa o pracę)
• B2B - Elastyczne godziny pracy (100%)
• Praca zdalna: W całości
• Budżet szkoleniowy

Tidio is a global leader in customer service software. Tidio’s user-friendly platform enables 300,000+ businesses worldwide to deliver smarter, faster support to their customers.

With a full suite of customer service solutions, Tidio offers live chat, chatbots, ticketing, and AI-powered virtual support agents to help you solve customer problems and improve your conversion rates. Tidio’s software operates across all major content management systems, e-commerce platforms, and social media channels.

Founded in 2013, Tidio has grown to 180+ employees and has offices in San Francisco, Szczecin, and Warsaw. Tidio serves customers of all sizes from 205+ countries, including Mercedes, Shell, and Praktiker. Tidio’s live chat widget is viewed by 510 million unique users every month.