Customer Success Manager (AI-native B2B SaaS)

Tidio; United Kingdom; Remote; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Global impact

Company-sponsored courses

Job summary

Tidio is seeking a Customer Success Manager to partner with European B2B customers, helping them maximize value from our AI-powered customer service platform. You will own relationships, drive adoption, and guide clients toward renewal and expansion in a fast-paced SaaS environment.

Join a multinational, remote-friendly team and influence product direction while delivering measurable outcomes for top customers across Europe.

Qualifications

• 2+ years as a CSM in B2B SaaS.
• Comfortable discussing retention and expansion metrics.
• Experience with CSM platforms and automations.

Responsibilities

• Own European SMB and mid-market accounts end-to-end.
• Lead QBRs and executive reviews with stakeholders up to VP level.
• Drive adoption and renewals, surface product feedback to teams.

Skills

Customer success mindset

English proficiency

Analytical thinking

Negotiation

Education

2+ years in B2B SaaS

Tools

Totango

Gainsight

ChurnZero

Job description

Location : Europe, remotely. Base salary (monthly): PLN 10.000 - 13.300 on B2B | EUR 2.300 - 3.100 on B2B + commission. Contract type: B2B or Contract of employment.

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too! A few facts about us: Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1. We are among the Top 50 AI and Customer Service Products in G2's Best Software Awards 2024. We currently rate at 4.7/5 in both Shopify and G2. Our ML team was among the first in the world to launch an AI agent (Lyro) for customer service!

As a Customer Success Manager at Tidio, you’ll step into a dynamic and impactful role within our close-knit, international team of 5. Imagine yourself as the trusted partner for our European B2B customers, empowering them to unlock the full potential of Tidio and transform their businesses. In this role, you won’t just be managing accounts; you’ll be cultivating long-term relationships, becoming an expert in our product, and guiding clients toward success in a way that truly makes a difference.

If you’re passionate about driving adoption, proactive in finding solutions, and thrive in a collaborative, fast-paced SaaS environment, this is your opportunity to shine. At Tidio, we value innovation, empathy, and celebrating every win, big or small. Join us, and together, let’s create success stories that leave a lasting impact.

Responsibilities

• 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 (Ukrainian is a plus).
• 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.
• Bonus cookie points for Ability to leverage AI tools for automation and pipeline management.

One thing worth naming. The CSMs who thrive at Tidio share a common instinct – high agency. They enjoy figuring things out on their own, go deep on our product rather than pass technical questions to engineering, and feel comfortable respectfully pushing back when a customer's ask isn't quite right. They think in outcomes rather than feature lists; they simplify the team's workload rather than adding to it. That instinct matters to us more than polished relationship language, and if it sounds like the way you already work, we'd love to hear from you.

Perks & Benefits

• Be part of a Polish-founded company operating globally at the forefront of AI-powered customer service - our ML team was among the first in the world to launch an AI agent (Lyro) for customer service.
• An independent role with a strong impact on the company's growth.
• Work in a small, flat structure, with real decision-making power and a shared passion for purpose-driven work.
• Great development opportunities – learn by solving real, high-stakes challenges on the job, supported by company-sponsored courses and conferences.
• Remote work model with flexible hours.