Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- Customer Success Manager managing client relationships and renewals for a SaaS construction platform. Supporting onboarding, analysis, and optimizing customer value retention.
Responsibilities
- Managing inbound and outbound calls to follow up on renewals and understand customer needs
- Analyzing customer feedback and identifying upsell and cross-sell opportunities
- Guiding and training new customers on the platform during onboarding
- Monitoring key metrics (NPS, retention, etc.) and proposing corrective actions to the team
Requirements
- Proficiency in sales argumentation and negotiation techniques
- Comfortable with customer data analysis: usage metrics, NPS, retention rates
- Experience with a CRM
- Genuine customer-service mindset — not just politeness, but a real ability to understand what the customer needs
- Very comfortable on the phone; able to quickly build trust with interlocutors
- Organized, able to manage multiple varied tasks in parallel in a fast-changing environment
- Enjoys working in a team and sharing methods/best practices
- Experience in account management or B2B/B2C support is a strong plus
Benefits
- Flexible working arrangements
- 2 days of remote work per week once comfortable in the role
- Meal vouchers: €9.50 face value, of which €5.50 is covered by the employer
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