Customer Success Manager

Surfer; Polska; Remote; PLN 180,000 - 240,000; Full time

Job summary

A remote-first technology company in Poland is seeking a Customer Success Manager for enterprise clients. This role involves building strong client relationships, managing onboarding processes, and identifying upsell opportunities. Ideal candidates will have 3-5+ years in customer success or account management. The company offers competitive salary, 27 days PTO, medical insurance, and a development budget.

Benefits

27 days PTO per year

Paid sick leave

Medical insurance via SafetyWing

50% covered Multisport card

$1,000 annual development budget

Qualifications

• 3-5+ years of experience in Customer Success, Account Management, or a similar client-facing SaaS role.
• Ability to build trust quickly and communicate clearly.
• Experienced in interpreting metrics related to customer health and churn.

Responsibilities

• Monitor customer health and take action to reduce churn.
• Identify upsell opportunities aligned with client growth goals.
• Conduct onboarding sessions and tailored trainings for clients.

Skills

Customer Success Management

Account Management

Relationship Building

Problem Solving

Communication

Adaptability

Tools

SEO tools

Analytics platforms

Job description

Salary and Contract

Salary: up to 15 000 PLN + bonus based on incentive linked to upsell and retention impact. Contract: B2B.

About the role

We’re on the hunt for someone who loves building genuine relationships, solving real problems, and driving meaningful growth. As our Customer Success Manager for enterprise clients, you’ll be the trusted partner helping them unlock Surfer’s full power—from onboarding all the way to long‑term success.

You’ll be part of a brand‑new Customer Success team, built from the ground up for our enterprise customers. That means you’ll have a real say in how things work—how we deliver value, measure success, and scale impact. If you like shaping systems instead of just following them, this one’s for you.

We’re a remote‑first company, but if you ever crave some in‑person energy, we’ve got a cozy office in Wrocław where the magic happens (and coffee never runs out ☕).

Responsibilities

• Keep a pulse on customer health, engagement, and product usage. Spot early churn risks and take smart, proactive steps to turn them around.
• Uncover and drive upsell opportunities by deeply understanding each client’s growth goals and aligning them with Surfer’s expanding capabilities.
• Own the relationship. Be the go-to partner and trusted advisor who helps enterprise customers win—measured not just in ROI, but in genuine business impact.
• Run smooth onboarding sessions and value‑focused trainings that help clients see the ‘aha moment’ fast.
• Craft tailored proposals and commercial offers that make sense for the customer and move the business forward.
• Work hand in hand with Sales, Marketing, and Product to ensure seamless delivery, share client insights, and influence how we evolve our product and GTM strategy.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, or a similar client‑facing SaaS role. Proven wins in retention, adoption, or expansion.
• You know how to build trust fast. You communicate clearly, listen deeply, and make complex ideas feel simple.
• You’re great at learning new tools and walking others through them—especially marketing, SEO, or analytics platforms. You know how to interpret metrics like health scores or churn signals.
• You’re structured but flexible—organized enough to manage a high client load, and proactive enough to take action without being asked.
• You care about outcomes, not checklists. You take ownership and advocate for the customer like it’s your own business.
• Native‑level English (spoken and written). Bonus points for other languages.

Nice‑to‑haves

SEO & content experience, AI curiosity, or operations management chops.

What we offer

27 days PTO per year.

Paid sick leave – your health comes first.

Medical insurance via SafetyWing.

Multisport card (50 % covered).

Development budget: $1,000 annually for your growth and learning adventures.