Customer Success Manager

LanceSoft Europe; Województwo mazowieckie; Hybrid; PLN 90,000 - 120,000; Full time

Job summary

LanceSoft Europe is seeking a Customer Success Manager in Warsaw, Poland on a hybrid arrangement (2 days on site). This 14-month contract role focuses on coordinating enterprise-level support and customer relationships across Professional Services and Production Services.

You will develop success plans, maintain executive-level communication, and drive adoption of our SaaS solutions. Travel up to 15% may be required, and fluency in German and English is essential.

Qualifications

• 3+ years in a customer facing services role (consulting or account management).
• 1+ years project management experience with Workday HCM, Payroll, or Financials.
• Fluency in German and English; ability to chair meetings with executive leadership.

Responsibilities

• Coordinate the customer relationship across teams and lifecycle stages.
• Act as liaison between product teams and customers, communicating roadmap impacts.
• Develop customer success plans with clear success metrics and risks.
• Prioritize and drive resolution of customer concerns.
• Promote two-way communication with customers and stakeholders.
• Support customer adoption of our solution features and understand their business needs.

Skills

Customer relationship management

Executive stakeholder management

Communication skills

Job description

Location: Warsaw, Poland (Hybrid-2days/week)

Duration: 14 Months Contract

Job Description:

Job Responsibilities

• Customer Success Management (CSM) is Client liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for client products and services for a designated customer or group of customers. We ensure quality service and operational performance; collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business. Our Customer Success Managers work directly with customers to improve their overall user experience with organisation.

Responsibilities:

• Handling overall responsibility for coordinating the customer relationship.
• Acting as a liaison between product management and the customer with a focus on communicating the organisation roadmap and how the roadmap will influence customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on raised customer concerns.
• Promoting opportunities for two-way communication.
• Supervising and facilitating the customer's adoption of our solution features and functionality with providing client with an understanding of their overall business needs as they relate to our products.
• Using customer relationships as needed for prospect references.
• Keeping customers advised of process and procedural changes.

Basic Qualifications

• 3+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• 1+ years project management experience with Workday HCM, Payroll, or Financials

Other Qualifications

• Functional domain expertise with HCM and/or Financials is preferred.
• Customer management experience in a complex software or SaaS environment.
• Proven track record to collaborate and build strong relationships with customers especially at the executive level.
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
• Account management / adoption planning experience preferred.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
• Excellent organization, time management, data analysis, and communication skills.
• Ability to travel up to 15%.
• Fluency in German and English is essential