Customer Success Manager

SINGU; Kraków; Hybrid; PLN 201,000 - 290,000; Full time

Benefits offered by this job

Competitive salary

3% ARR commission

Portfolio ownership

International group environment

Job summary

SINGU in Poland is seeking a Customer Success Manager to build the CS function for QRmaint, a new product within the group. You will own the portfolio and design the process from the ground up, driving retention, renewals, and expansion.

Starting as an individual contributor, you’ll prove the playbook, then recruit and lead a CS team as the function scales. The role is hybrid with 2–3 office days in Cracow or Warsaw, and requires fluent Polish and English.

Qualifications

• B2B SaaS customer success experience required.
• Proven track record building CS processes or teams from scratch.
• Experience owning renewals and expansion revenue.

Responsibilities

• Build CS process from zero – design and stand up the fundamentals: portfolio segmentation, customer health monitoring, early churn-risk detection, and a standard set of intervention playbooks.
• Own retention and churn prevention for the whole portfolio – you are the owner of the retention and churn-rate numbers for all ~860 QRMaint accounts.
• Own renewals, upsell, and expansion revenue – you’ll be accountable for renewal and expansion numbers.
• Prove it, then scale it – recruit and build a CS team around it, and step into a leadership role as the function grows.
• Segment and prioritise – use value, risk, and growth potential to decide where your time goes across a large book of accounts.
• Channel customer insight back to the business – route product feedback and trends to Product, Support, and Leadership.

Skills

CS in SaaS

Process design

Revenue ownership

CMMS knowledge

Polish language

Self-starter

Tools

HubSpot

Jira

CRM systems

Job description

About SINGU

At SINGU, we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business.

Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide, supporting more than 500,000 professionals. Following our union with the UK’s Micad and Germany’s net-haus, we now help manage 100,000+ buildings across 35+ countries — and we’re just getting started.

Backed by a leading growth equity investor, we’re scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus.

If you’re ready to help build Europe’s leading platform for property operations — and make a tangible impact on how the real estate industry works — join SINGU and be part of this transformation.

About The Role

We’re looking for a Customer Success Manager to join SINGU – specifically to build the Customer Success function for QRmaint, a new product in the SINGU group, from the ground up. Today, QRMaint has no formalised CS process – and that’s the opportunity. You’ll start as an individual contributor: first design and prove the process (segmentation, health scoring, retention playbooks, contact cadence), then, once it’s working in practice, build and lead a team around it.

QRmaint is a recent acquisition within the SINGU group, so you’ll be shaping the CS function of a product still finding its place within a fast-scaling international group. You’ll own the entire portfolio – around 860 customers and roughly 10.5M PLN in ARR – accountable for retention, renewals, and expansion. It’s a role for a commercially sharp operator who’s built process and/or team from scratch before, is comfortable owning revenue numbers (not just satisfaction scores), and thrives in scale-up ambiguity. If you want a defined playbook handed to you, this isn’t it. If you want to write the playbook, read on. There’s a clear path from individual contributor into team leadership as the function matures.

This is a hybrid role – 2-3 times from office per week – Cracow or Warsaw.

About The Product

QRmaint is a mobile-first CMMS (Computerised Maintenance Management System) that helps maintenance teams keep machines, equipment, and facilities running at peak performance. Built around QR codes, it gives technicians instant access to asset history, work orders, and maintenance schedules from their phone – scan a code and report a failure, log work, or pull a machine’s full history in seconds. The platform combines work order management, preventive maintenance, asset and spare-parts management, inspections, and downtime reporting on one central system, trusted across manufacturing, facility and real estate management, retail chains, schools, and field-service providers.

QRmaint recently joined SINGU – a leading provider of CAFM and facility-management software – as a new acquisition within the group. It continues as a distinct product in the SINGU portfolio, and this role is dedicated to it.

What you’ll be doing

• Build the CS process from zero – design and stand up the fundamentals: portfolio segmentation, customer health monitoring, early churn-risk detection, and a standard set of intervention playbooks. This is the core of the role in its first phase, and where your prior experience building process from scratch matters most.
• Own retention and prevent churn across the whole portfolio – you are the owner of the retention and churn-rate numbers for all ~860 QRMaint accounts. Spot warning signs early and intervene before they become renewal problems.
• Own renewals, upsell, and expansion revenue – this role carries a genuine commercial component, not just a relational one. You’ll be accountable for the renewal and expansion numbers, identifying commercial potential across the book and converting it.
• Prove it, then scale it – once the process is stable and validated in practice, recruit and build a CS team around it, and step into a leadership role as the function grows.
• Segment and prioritise – use value, risk, and growth potential to decide where your time goes across a large book of accounts, many without prior CS coverage.
• Channel customer insight back to the business – route product feedback, support patterns, and trends to Product, Support, and Leadership.
• Keep the data reliable – maintain accurate CRM and customer-health records the wider business can trust.

What you’ll bring to the team

• Customer Success experience in B2B SaaS – this is essential. You’ve owned customer relationships and outcomes in a SaaS environment.
• A documented track record of building process and/or team from scratch – the single most important requirement, because that’s exactly what this role is in its first phase. You’ve stood something up before, not just run something that already existed.
• Ownership of revenue metrics – real experience being accountable for renewals and upsell numbers, not only relational or satisfaction-based measures. You’re comfortable owning a number.
• CMMS, maintenance, or industrial domain knowledge – a strong plus. Familiarity with maintenance operations, industry, or CMMS/CAFM tools will help you get up to speed fast. Strongly preferred, but not a dealbreaker.
• Fluent Polish and English (minimum C1).
• Self-starter energy – curious about how customers work, proactive about creating motion rather than waiting for it, and disciplined enough that nothing slips across a large portfolio.

What does success look like

A CS function that exists where none did before – with segmentation, health scoring, and playbooks that work in practice, not just on paper. Retention owned and defended across the full portfolio. Renewals and expansion delivered. A book you can speak to fluently: risks, opportunities, trajectory. And, in time, a team built and led by you, running the motions you designed.

Tools you’ll use day to day

Fin, HubSpot, and Jira (support ticketing).

Why join SINGU?

• Competitive salary package: up to 24 000 PLN net on b2b or 19 900 PLN gross on Contract of Employment, depending on your experience, or UoP, and 3 % commission on annual ARR generated, paid quarterly.
• Real ownership of a customer portfolio and a commercial target – you’re not inheriting someone else’s process, you’re building it and the team behind it.
• A collaborative, no-micromanagement culture with honest, open feedback – we work as equals, share what didn’t go well, and improve together.
• Part of a fast-scaling international group – redefining how real estate and maintenance are managed across Europe, with QRMaint as a distinct, growing product within the portfolio.