Customer Success Manager

🔥 7 minutes ago

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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 ~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

🎯 Requirements

• 2+ years as a CSM in B2B SaaS, with a book you owned end-to-end • A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics • Technical curiosity to own the product yourself; you’d rather tinker and understand how something actually works than route the question to engineering or support • English at C1 • Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows • A 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 • The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked

🏖️ Benefits

• Remote work model with flexible hours • 26 days off guaranteed in a year • Great development opportunities – company-supported courses and conferences • Individual work tools—MacBook, Dell screen, JBL headphones? You can tailor the equipment to your needs! • Sport & wellness benefit (or its equivalent) • Private medical care • Mental well-being program • Free access to one of the most popular e-book/audiobook services • Regular social events • Budget for 1:1 English language classes