Team Leader Customer Success

Evionica; Warszawa; Remote; PLN 211,000 - 297,000; Full time

Job summary

A software solutions company in Warsaw is seeking an experienced Team Leader for Customer Success to lead a growing team and ensure exceptional customer experiences. The role involves managing onboarding, conducting product demos, and developing team members. Candidates should have strong leadership skills, SaaS experience, and proficiency in tools like HubSpot and Excel. The position offers opportunities to shape customer success strategy in a growing technology sector.

Benefits

Work with international aviation customers

Fast-growing SaaS company

Remote-first team

Qualifications

• Experience leading a Customer Success or Support team in a SaaS environment.
• Excellent communication and relationship-building skills.
• Experience in process improvement and performance tracking.

Responsibilities

• Manage onboarding, migrations, and SLA delivery.
• Conduct product demos and training sessions.
• Coach, motivate, and develop team members.

Skills

Leadership

Customer Success Management

Communication

Problem-solving

Tools

HubSpot

Excel

Job description

Evionica develops advanced, mission-critical aviation software solutions used by airlines, flight schools, and ground handling companies worldwide. Our portfolio includes three main product lines: CBT (Computer-Based Training), Weight & Balance, and BestPilot – all supported by our Customer Success team.

We’re looking for an experienced and energetic Team Leader for Customer Success to lead a team and ensure an exceptional experience for our customers. You will lead a growing team of six (including yourself).

Key Responsibilities

Technical Support

• Manage onboarding, migrations, and SLA delivery
• Oversee customer inquiries and problem resolution
• Maintain and expand the knowledge base
• Collaborate with Product and Sales teams to improve customer satisfaction

Key Account Management

• Conduct product demos and training sessions
• Build and maintain long-term client relationships
• Identify upsell opportunities and gather customer feedback
• Support renewals and retention initiatives

Leadership

• Coach, motivate, and develop team members to achieve their goals
• Monitor key performance indicators (KPIs) and continuously optimize team performance
• Act as the voice of the customer across the organization, influencing product and business decisions

Requirements

• Experience leading a Customer Success or Support team (preferably in a SaaS environment)
• Excellent communication and relationship-building skills
• Experience in process improvement and performance tracking
• Working knowledge of HubSpot and Excel
• English at B2 level or higher
• High energy, motivation, and problem-solving attitude

Nice To Have

• Aviation industry background (ATO, AOC, or Ground Handling experience)

Why Evionica

• Work with international aviation customers and innovative digital products
• Join a fast-growing SaaS company in the aviation technology sector
• Collaborate with a passionate, remote-first team
• Opportunity to shape Customer Success strategy and build a strong team culture