Customer Success Account Manager

Incognito Software Systems Inc; Poznań; On-site; PLN 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working hours

Private healthcare

MyBenefit programme

Friendly, international team

Choice of computer hardware

Informal working culture

Job summary

WebSell, part of Volaris Group, is seeking a Customer Success Manager based in Poland to oversee their support operations and maintain enterprise customer relationships. You'll be responsible for mentoring a small team and ensuring customer satisfaction while identifying opportunities for upselling and renewal.

The ideal candidate will have at least 3 years of experience in customer success or account management, strong organizational skills, and fluency in English as you'll communicate with an

Qualifications

• 3+ years of experience 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.

Responsibilities

• Manage and mentor the support team, covering workload and quality of responses.
• Own the relationship with a portfolio of enterprise customers.
• Identify upsell, cross-sell, and renewal opportunities within accounts.

Skills

Customer success

Account management

Team leadership

English communication

Organizational skills

Tools

Zendesk

Freshdesk

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.

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

  At Volaris Group we are all about finding the right people for the right role and allowing them the opportunity to directly contribute to the successes of our organization. Our employees are experts in their field, passionate about what they do and always looking for new and better ways to solve our industry's problems. Our staff come from a wide range of cultural, educational and geographic backgrounds and are able to work in a dynamic entrepreneurial environment that values individual perspectives. We offer competitive compensation, a comprehensive benefits package and the chance to learn from the best in the business.

  Volaris Group is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.

  Volaris Group is part of a CSI Group of Companies