Customer Success Manager – AI-native B2B SaaS

🔥 57 minutes ago

🇵🇱 Poland – Remote

💵 €2.3k - €3.1k / month

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Tidio

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 $25M Series B on 2022-05

Artificial Intelligence • B2B • SaaS

Tidio is a company focused on redefining customer service through its AI-driven products. By leveraging machine learning, Tidio aims to make customer interactions seamless and efficient, aspiring to disrupt the market with innovative solutions. The company values long-term customer value, ownership, and continual learning, ensuring a supportive and diverse work culture. Tidio offers various services including live chat, chatbots, helpdesk features, and integrations with platforms like Shopify, Messenger, and WhatsApp. With a strong emphasis on technology and customer satisfaction, Tidio is committed to enhancing business operations through sales, support, and automation solutions.

📋 Description

• Own approximately 80 European SMB and mid-market accounts end-to-end, from onboarding through renewals • Be accountable for the book’s Net Dollar Retention • Lead QBRs, executive reviews, and strategic calls with decision-makers • Own Slack channels for key accounts and respond within SLA • Identify expansion opportunities and independently close upsells through price anchoring and negotiation • Report weekly on account health, risks, actions, and outcomes • Provide specific product and process feedback to Product and Leadership teams • Support outbound campaigns, emails, and enablement content to drive adoption and reactivation at scale

🎯 Requirements

• 2+ years as a CSM in B2B SaaS, with a book owned end-to-end • Commercial mindset with measurable influence on retention, expansion, or churn • Technical curiosity and ability to understand and own the product • English at C1 level; Ukrainian is a plus • Hands-on experience with a customer-success platform such as Totango, Gainsight, ChurnZero, or equivalent • Understanding of industry-standard KPIs, including churn rate, retention rate, and net dollar retention • Experience running QBRs and executive conversations with stakeholders up to VP level • Strong ownership and ability to handle difficult customer conversations and close loops • Ability to leverage AI tools for automation and pipeline management is a bonus

🏖️ Benefits

• Company-sponsored courses and conferences • Remote work model with flexible hours • 26 days off guaranteed in a year • Individual work tools, including MacBook, Dell screen, and JBL headphones, tailored to your needs • Sport & wellness benefit (or its equivalent) • Private medical care • Mental well-being program • Free access to an e-book/audiobook service • Regular social events • Budget for 1:1 English language classes

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