EMEA Customer Success Manager - SaaS Growth & Renewals

App Samurai; United States; Remote; USD 85,000 - 130,000; Full time

Job summary

Storyly, headquartered in New York, seeks a Customer Success Manager to own post-sale relationships for ecommerce, fintech and betting clients. You will onboard, drive adoption, and ensure measurable outcomes using Storyly widgets and AI-powered flows.

Work with Product, Engineering, and Support to resolve issues, present demos to multinational clients, and renew/expand contracts. Occasional travel up to 10%.

Qualifications

• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company.
• Demonstrated ownership of commercial outcomes such as renewals, upsell, negotiation.
• Proven success with 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.
• Track record of working cross-functionally with Product and Engineering to close customer issues.
• Able to travel to customer offices and events, around 10%.
• You have native or professional level communication skills in English and in 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.
• 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.

Skills

Customer Success

Account Management

Renewals

Upsell

Negotiation

Cross-functional collaboration

Data analysis

English

Hebrew

Tools

Salesforce

Custify

Job description

Storyly, headquartered in New York, seeks a Customer Success Manager to own post-sale relationships for ecommerce, fintech and betting clients. You will onboard, drive adoption, and ensure measurable outcomes using Storyly widgets and AI-powered flows.

Work with Product, Engineering, and Support to resolve issues, present demos to multinational clients, and renew/expand contracts. Occasional travel up to 10%.