Strategic Customer Success Manager — Growth & Renewals

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

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.