Customer Success Team Lead at ExWo overseeing team performance and customer satisfaction. Collaborating with multiple teams for operational excellence in Sofia.
About the role
- Customer Success Manager managing a portfolio of Mid-Market clients for SaaS company. Driving product adoption, renewal processes, and exceptional customer experiences.
Responsibilities
- Own and manage a portfolio of Mid-Market accounts, serving as the key contact for the client, and acting as a trusted partner to c-suite executives and board-level contacts.
- Own the renewal process and take responsibility for GRR (Gross Revenue Retention) targets, proactively managing renewals and mitigating churn risks through health score monitoring and timely interventions.
- Manage a larger portfolio effectively by prioritizing where to focus effort - knowing when to mitigate risk, when to maintain steady engagement, and when to pursue growth opportunities in collaboration with Sales and Growth teams.
- Drive strong product adoption and engagement across all customer touchpoints, maintaining healthy customers through proactive relationship management, regular check-ins, and delivering a consistently high-quality customer experience.
- Act as a growth partner by uncovering expansion opportunities through account knowledge and usage insights, generating high-quality CSQLs and working closely with Sales to position additional solutions that align with customer strategic objectives.
- Maintain strong client knowledge and alignment through regular touchpoints including business reviews, strategic calls, and proactive engagement, leveraging customer success tools and data insights to stay connected to evolving client needs and priorities.
Requirements
- Demonstrable experience in Customer Success or Account Management in a B2B SaaS environment, with proven track record managing a significant portfolio of accounts and achieving high retention rates (90%+ GRR).
- Proven experience owning the renewal process and successfully negotiating contract renewals with senior leaders.
- Strong understanding of SaaS business models and customer success metrics including GRR, PINCs, CSQLs and customer health scoring.
- Experience with maximising customer success platforms (such as Planhat) and digital engagement tools (Pendo or similar), with ability to quickly become a product expert.
- Strong analytical skills with ability to interpret usage data, engagement metrics, and business outcomes to proactively identify risks and opportunities.
- Data-driven approach to decision making with experience developing customer success plans and tracking progress against success criteria.
- Exceptional relationship-building and communication skills, with ability to influence and build trust with senior executives.
- Proactive and self-motivated with excellent time management to manage multiple accounts simultaneously.
- Customer-centric approach with genuine passion for helping customers succeed and creating moments of surprise and delight.
- Collaborative team player who can work cross-functionally with Sales, Product, Support, and Marketing team.
Benefits
- Private Pension Scheme
- BUPA Health and Dental insurance (including access to the My BUPA app)
- Group life assurance: 4x annual salary
- 26 holiday days per calendar year in addition to Bank Holidays
- Cycle to work scheme
- Employee Assistance Program including Bereavement and Probate Helpline
- AIG Smart Health virtual GP app/wellness platform for employees and dependants, including partner/spouse
- Eyecare and Flu Jab vouchers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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