Customer Success Manager

tractable; Poland; On-site; PLN 2,600 - 3,600; Full time

Job summary

Tractable poszukuje Menedżera Sukcesu Klienta w regionie EMEA, z fokus na polskich ubezpieczycielach. Będziesz zarządzał post-sprzedażowym cyklem kont, utrzymaniem wartości i ekspansją, prowadząc relacje z kluczowymi interesariuszami i użytkownikami produktu.

Wymagana płynność w polskim i angielskim oraz minimum 3 lata doświadczenia w środowisku B2B SaaS lub konsultingu. Rola przewiduje stałe podróże służbowe, 12–18 miesięcy kontraktu oraz możliwość wpływu na rozwój rozwiązań AI w kontakcie z

Qualifications

• Płynność w języku polskim, w mowie i piśmie.
• Płynność w języku angielskim.
• Minimum 3+ lat w customer success, delivery lub doradztwie dla B2B SaaS.
• Udokumentowane relacje z interesariuszami w dużych organizacjach.
• Silne zdolności analityczne i umiejętność wykazania wartości biznesowej.
• Znajomość produktów technicznych, danych i metryk operacyjnych.
• Wysokie poczucie odpowiedzialności i ukierunkowanie na klienta.

Responsibilities

• Prowadzenie relacji z kontami: operacyjne spotkania, przeglądy wydajności i kwartalne RB.
• Budowanie relacji z kluczowymi interesariuszami na różnych szczeblach.
• Tworzenie wspólnego planu sukcesu i monitorowanie wyników oraz wykorzystania platformy.
• Prowadzenie wdrożeń i szkoleń użytkowników, promowanie zaangażowania na całej organizacji klienta.
• Udokumentowanie wartości dostarczanej klientowi i podejmowanie działań korekcyjnych.
• Identyfikowanie i minimalizowanie ryzyk, współpraca z zespołami wewnętrznymi.
• Reprezentowanie klienta w produkcie: analizowanie działania AI, przekazywanie feedbacku zespołowi ds. produktu i inżynierii.
• Zarządzanie odnowieniami i możliwościami upsell/cross-sell, planowanie i współpraca z Business Development.
• Bycie ekspertem od produktu i szkolenie użytkowników.

Skills

Polish

English

Customer success

Stakeholder mgmt

Analytical skills

Data-driven

Ownership

Tech product

Job description

Why Tractable?

We combine world-class AI research with real-world applications that make a difference. At Tractable, you'll collaborate with brilliant minds, work on transformative projects, and contribute to technology that helps people when they need it most.

About the role

As a Customer Success Manager you will work directly with our insurance customers in EMEA to make sure they get real business value from our AI, and consequently renew and grow with us. You will own the complete post-sales lifecycle for your portfolio of customers, and you will be accountable for retention and growth.

Two of Poland's largest motor insurers sit at the centre of your portfolio. You will be the person they deal with day-to-day. Alongside them you will carry a wider portfolio of European insurance customers, and the shape of that portfolio will change as the region grows.

This is a highly visible position. You will work directly with senior claims executives and help them change how their organisations handle motor claims, working alongside our product, AI research and delivery teams to get there.

The role is a fixed-term contract of 12-18 months. It is a small team, so you will own your accounts outright from early on. Expect regular travel to your customers.

What you'll do

• Own the relationship. Run the operating cadence with your accounts: regular operational calls, performance reviews, and quarterly business reviews with senior stakeholders.
• Build relationships far and wide. Create strategic relationships with key stakeholders, from claims handlers and technical teams through to Chief Claims Officers, line-of-business leaders and digital innovation leaders. Expand beyond your initial sponsors to uncover new opportunities.
• Build a joint success plan. Agree specific financial and operational metrics with each customer, then monitor outcomes and platform consumption against them.
• Drive adoption. Define and run an effective onboarding and training programme for new users, promote engagement at all levels of the customer organisation, and push the process changes that turn our AI into measurable value.
• Quantify the value delivered. Know what the customer has actually gained, be able to prove it, and take proactive action when the numbers are not where they should be.
• Protect account health. Anticipate, identify and mitigate risks early, with support from internal teams and customer executive stakeholders.
• Be the customer's voice in the product. Analyse how our AI performs on your accounts, work with product and engineering on improvement opportunities, and bring feedback back in a form the team can act on.
• Lead renewals and growth. Own contract renewals. Scope up-sell and cross-sell opportunities, build the close plan, and partner with Business Development to pursue them.
• Be an expert on our product. Know it well enough to train users, debug problems with them, and be credible with technical teams on both sides.

What we're looking for

• Fluent Polish, written and spoken. You will run the relationship with our Polish customers entirely in Polish, from operational calls to business reviews to difficult conversations.
• Fluent English. Our working language across the company.
• 3+ years in customer success, solution delivery, or customer-facing consulting, at a high-growth B2B SaaS company or a top consultancy.
• A track record of building and deepening relationships across a wide range of stakeholders at large, complex organisations.
• Strong analytical skills, including experience quantifying business value and defending it to a customer.
• Comfort with technical products, data and operational metrics. You do not need to code, but you should be happy in the detail.
• A strong ownership mentality and a relentless customer focus.

Salary band:

230-260zł base + variable (mid level) / 260-325zł base + variable (senior)

Diversity commitment

At Tractable, we are committed to building a diverse team and inclusive workplace where people's varied backgrounds and experiences are valued and recognised. We encourage applications from candidates of all backgrounds and offer equal opportunities without discrimination.