Customer Success Manager - EMEA (Remote)

Storyly; Warszawa; Hybrid; PLN 150,000 - 210,000; Full time

Job summary

Storyly, a leading AI-powered content experience platform, seeks a Customer Success/Account Manager in Warsaw to manage top ecommerce, fintech and betting accounts post-sale. You’ll onboard, drive adoption, and renew expansions while collaborating with Product and Engineering to resolve issues.

Ideal candidates have 3+ years in a B2B SaaS CS/AM role, strong English/Hebrew, and travel up to 10%. Experience with Salesforce or Custify is a plus.

Qualifications

• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company
• Demonstrated ownership of commercial outcomes — renewals, upsell, negotiation — with real numbers to show for it
• Experience managing mid-market or enterprise accounts, ideally in ecommerce, retail, fintech, betting or mobile-first products
• Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them
• Strong written and verbal communication in English & Hebrew
• Track record of working cross-functionally with Product and Engineering to close customer issues
• Able to travel to customer offices and events, around 10%
• Native level communication skills in English, Polish and Hebrew

Responsibilities

• Own the end-to-end post-sale relationship for a portfolio of ecommerce, fintech and betting companies from onboarding through renewal and expansion
• Lead onboarding calls and dashboard workshops to get new customers to first value fast
• Monitor account health and usage data to catch churn risk early, and act on it before it escalates
• Build content and engagement strategies tied to each customer's goals, using Storyly's widgets, placements, and AI-powered Flows
• Run regular business reviews that connect product usage to measurable outcomes — conversion, retention, AOV
• Own renewals and identify expansion opportunities, negotiating commercial terms directly rather than just relaying them
• Partner with Product, Engineering, and Support to resolve technical issues and represent customer feedback in the roadmap
• Turn strong customer outcomes into case studies, references, and reviews
• Represent Storyly at local relevant events, visit customers when necessary or beneficial to do so.

Skills

Customer success

Account management

Negotiation

Upsell

Data analytics

Cross-functional collaboration

English

Hebrew

Polish

Tools

Salesforce

Custify

Job description

What is Storyly?

Storyly is an AI-powered content experience platform that gives brands precious social content experience on their apps and websites.

From the newest products to promotions, from instant campaigns to long term user education Storyly seamlessly improves user engagement withinteractive, personalized, social-native formats such as in-app stories like Instagram, vertical video feeds like Tiktok and many more.

Marketers are able to publish content themselves in minutes, without an engineering ticket. While Storyly handles all image and video traffic at an a always ready at scale, offering peace of mind and server cost efficiency.

Retailers use it to turn browsing into buying. Banks and fintechs use it to make deep product portfolios visible at the moment of attention. Sportsbook and casino operators use it to give a promotional calendar somewhere to live beyond a four-slot homepage.

Storyly is trusted by 400+ brands across 40+ countries including industry leaders such as Sephora, NEXT, Stradivarius, Parfois, Coca-Cola, Bank Hapoalim, Leumi Bank & Strauss, tbi Bank, Turkish Airlines, Gulf Airlines, Kapital Bank, William Hill and BOYLE Sports.

Storyly also holds a Leader position across categories like Content Distribution, Content Creation, eCommerce Personalization and Mobile Marketing in G2. In 2026 Storyly is also named as the Interactive Content Platform of the Year by Martech Breakthrough Awards.

Headquartered in New York, Stroryly has teams in London, Amsterdam, Zurich, Buenos Aires and Istanbul.

What You Do

On a daily basis, you’ll be working with global scale brands, app owners, to make sure they get the best out of Storyly features. This involves, creating content strategies or best practices based on their goals & objectives, analyzing the performance of their content on Storyly to maximize the value, exploring the mobile marketing world to generate new insights and inspirations for the customers, eventually targeting churn zero and maximum customer satisfaction.

Within one day, the Storyly customer success manager can present a demo to a big multinational bank, can work on the content strategy with a multi-country content platform app, can create a case study out of the conversion-boosting impacts of Storyly for an e-commerce giant, or renew the contract of a major fintech app by showing them why Storyly is indispensable for their success.

Responsibilities

• Own the end-to-end post-sale relationship for a portfolio of ecommerce, fintech and betting companies from onboarding through renewal and expansion
• Lead onboarding calls and dashboard workshops to get new customers to first value fast
• Monitor account health and usage data to catch churn risk early, and act on it before it escalates
• Build content and engagement strategies tied to each customer's goals, using Storyly's widgets, placements, and AI-powered Flows
• Run regular business reviews that connect product usage to measurable outcomes — conversion, retention, AOV
• Own renewals and identify expansion opportunities, negotiating commercial terms directly rather than just relaying them
• Partner with Product, Engineering, and Support to resolve technical issues and represent customer feedback in the roadmap
• Turn strong customer outcomes into case studies, references, and reviews
• Represent Storyly at local relevant events, visit customers when necessary or beneficial to do so.

Who You Are

• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company
• Demonstrated ownership of commercial outcomes — renewals, upsell, negotiation — with real numbers to show for it
• Experience managing mid-market or enterprise accounts, ideally in ecommerce, retail, fintech, betting or mobile-first products
• Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them
• Strong written and verbal communication in English & Hebrew
• Track record of working cross-functionally with Product and Engineering to close customer issues
• Able to travel customer offices and events, around 10%
• You have native level communication skills in English, Polish and Hebrew

It's a plus if you've one or more of the following:

• Experience in mobile commerce, retail media, or in-app engagement platforms
• Familiarity with CS tooling like Salesforce, Custify, or similar
• Experience in verticals such as e-commerce, finance, and utility
• Experience in the loyalty sector