Customer Success Account Manager

Volaris Group; Poznań; Hybrid; PLN 150,000 - 190,000; Full time

Benefits offered by this job

Flexible working hours

Private healthcare

MyBenefit programme

Friendly, international team

Choice of computer hardware

Job summary

Volaris Group's WebSell division seeks a Poland-based Senior Customer Success Manager to bridge support operations and enterprise relationships. You will manage the Poland-based support team (currently 2 people) while serving as the main point of contact for a portfolio of enterprise accounts, driving value, renewals and upsell opportunities.

This hybrid role is based in Zielona Góra, with a salary range of 150,000–190,000 PLN annually, depending on experience and qualifications.

Qualifications

• 3+ years in customer success or related leadership roles.
• Experience mentoring a small team.
• Experience with enterprise accounts and SaaS/e-commerce.

Responsibilities

• Manage and mentor the Poland-based support team (currently 2 people).
• Own the relationship with a portfolio of enterprise customers as their main point of contact.
• Conduct regular check-ins and business reviews; track satisfaction and platform adoption.

Skills

Customer success

Account management

Team leadership

Tools

Zendesk

Freshdesk

CRM systems

Job description

Job Summary
About WebSell
WebSell provides e-commerce services to over 400 retail businesses globally, processing hundreds of millions of dollars in transactions per year. We're headquartered in Cork, Ireland, with operations in Poland covering development, IT, and support. We're part of Volaris Group, a subsidiary of Constellation Software Inc.
Role Overview
We're looking for someone to sit between our support operations and our enterprise customer relationships. You'll manage our Poland-based support team (currently 2 people), while also acting as the main point of contact for a portfolio of enterprise accounts - making sure they're getting value from our platform, spotting upsell and renewal opportunities and stepping in when things need extra attention. This is a hybrid position based in our Zielona Góra office. The salary range is 150,000–190,000 PLN annually, depending on experience and qualifications.
Job Description
Key Responsibilities

• Manage and mentor the support team (currently 2 people), covering workload, quality of responses, and escalation handling
• Own the relationship with a portfolio of enterprise customers, acting as their main point of contact
• Run regular check-ins and business reviews with key accounts, tracking satisfaction and platform adoption
• Identify upsell, cross-sell, and renewal opportunities within existing accounts
• Act as an escalation point for critical support cases, coordinating with engineering and IT when needed
• Track support and account health metrics, and report on trends to leadership
• Improve support processes and documentation as the team and customer base grow

What We’re Looking For

• 3+ years in customer success, account management, or support team leadership, ideally in SaaS or e-commerce
• Experience managing or mentoring a small team
• Comfortable being customer-facing with enterprise accounts, including commercial conversations
• Strong organizational skills and ability to prioritize across support operations and account management
• Good spoken and written English - this role involves regular communication with an international team and customers

Nice To Have

• Experience with support/ticketing tools (e.g. Zendesk, Freshdesk) and CRM systems
• Background in e-commerce or retail tech
• Experience growing or restructuring a small support team

What We Offer

• Flexible working hours
• Private healthcare
• MyBenefit programme
• Friendly, international team
• Choice of computer hardware and peripherals
• Informal working culture

Worker Type
Regular
Number Of Openings Available
1