Customer Success Manager

Qued; Poland; Remote; PLN 180,000 - 260,000; Full time

Job summary

Qued is seeking an experienced Customer Success Manager in Poland to partner with Enterprise customers and drive adoption, retention, and growth. You will serve as a trusted advisor, coordinating with Product, Engineering, Operations, and Leadership.

The ideal candidate is highly organized, customer-focused, and capable of building relationships from frontline users to executive stakeholders, with 5+ years in related roles.

Qualifications

• 5+ years in Customer Success, Account Management, Consulting, Project Management, or related roles.
• Experience with enterprise customers and complex environments is preferred.
• Strong communication, problem-solving, and relationship-building abilities.

Responsibilities

• Partner with Enterprise customers to drive adoption, retention and growth.
• Serve as trusted advisor across Product, Engineering, Operations and Leadership.
• Guide onboarding, handle inquiries via email/phone/chat, and maintain accurate docs.
• Triage issues, escalate where needed, and keep customers informed throughout.
• Develop knowledge of products to troubleshoot and discuss solutions.
• Collaborate with sales and product teams to address feedback and onboarding.
• Proactively monitor usage and identify opportunities to optimize onboarding and experience.
• Prepare and deliver training sessions and materials for customers.

Skills

Customer Success

Account Management

Consulting

Project Management

Communication skills

Problem-solving

CRM software

Ticketing systems

Time management

Team collaboration

Tools

CRM software

Support ticketing systems

Job description

We are seeking an experienced Customer Success Manager to partner with our Enterprise customers and drive adoption, retention, and growth. This role serves as a trusted advisor, helping customers achieve measurable business outcomes while coordinating across Product, Engineering, Operations, and Leadership teams.

The ideal candidate is highly organized, customer-focused, comfortable navigating complex technical environments, and capable of building relationships from frontline users to executive stakeholders.

Key Responsibilities:

• Guide new customers through setup and configuration to ensure successful adoption of our products or services.
  
• Serve as the initial point of contact for customer inquiries, providing timely and accurate support via various channels such as email, phone, and chat.
  
• Triage customer issues and escalate complex problems to appropriate teams for resolution while maintaining clear communication with customers throughout the process.
  
• Develop comprehensive knowledge of our products and services to effectively troubleshoot exceptions and discuss solutions with customers.
  
• Collaborate with cross-functional teams, including sales and product development, to address customer feedback and improve the onboarding process.
  
• Proactively monitor customer usage and engagement, identifying opportunities to optimize onboarding procedures and enhance the overall customer experience.
  
• Assist in preparing and delivering training sessions and materials to educate customers on product features and best practices.
• Maintain accurate account documentation, project plans, and customer communications

Requirements

Qualifications and Requirements:

• 5+ years of Customer Success, Account Management, Consulting, Project Management, or related experience
• Experience in the transportation industry preferred
  
• Strong communication skills, with the ability to convey technical information in a clear and understandable manner.
  
• Excellent problem-solving abilities and a proactive approach to addressing customer needs.
  
• Familiarity with CRM software and support ticketing systems is advantageous.
  
• Dedication to delivering exceptional customer experiences and ensuring customer success.
  
• Detail-oriented with strong organizational skills to manage multiple tasks effectively.
  
• Ability to work collaboratively in a fast-paced, team-oriented environment.
  
• Customer onboarding and training
  
• Efficient support ticket management
  
• Clear and concise communication
  
• Problem-solving and troubleshooting
  
• Collaboration and teamwork
  
• Product knowledge and expertise
  
• Time management and prioritization skills