Remote Customer Success Manager — Onboarding & Growth

Scale Insights; Polska; Remote; PLN 180,000 - 300,000; Full time

Job summary

Scale Insights is a SaaS platform helping Amazon sellers and agencies automate and optimize PPC operations. We are building a dedicated Customer Success function to drive onboarding, adoption, retention, and expansion across our customer portfolio.

This hands-on Customer Success Manager will own onboarding, adoption, and renewals, proactively engaging customers, identifying adoption gaps, spotting churn risks, and uncovering expansion opportunities.

Qualifications

• Experience in SaaS customer success, account management, B2B sales, onboarding, renewals, or expansion.

Responsibilities

• Onboard new customers and help them reach value quickly.
• Drive adoption of key Scale Insights features and workflows.
• Define and monitor customer health signals, including usage patterns, adoption gaps, churn risk indicators, and expansion triggers.
• Segment customers by risk, value, engagement level, and potential, then decide which accounts need high-touch follow-up and which can be supported through scalable outreach.
• Identify churn risks early, diagnose blockers, and work with customers and internal teams to improve the situation.
• Spot expansion opportunities across accounts, marketplaces, users, plan upgrades, and deeper adoption of advanced workflows.
• Run customer check-ins and business reviews that connect Scale Insights usage to customer outcomes.
• Capture recurring objections, product friction, customer feedback, and usage patterns, then turn them into clear insights for Product, Content, Marketing, and leadership.
• Build and improve repeatable playbooks for onboarding, adoption, churn prevention, and expansion.

Skills

SaaS customer success

Account management

B2B sales

Onboarding

Renewals & expansion

Customer engagement

Tools

CRM tools

Job description

Scale Insights is a SaaS platform helping Amazon sellers and agencies automate and optimize PPC operations. We are building a dedicated Customer Success function to drive onboarding, adoption, retention, and expansion across our customer portfolio.

This hands-on Customer Success Manager will own onboarding, adoption, and renewals, proactively engaging customers, identifying adoption gaps, spotting churn risks, and uncovering expansion opportunities.