SaaS Customer Success Manager — Hybrid & Flexible Hours

Papirfly Czechia; Morristown (NJ); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Papirfly is seeking a Customer Success Manager for our US team to foster partnerships with top brands and ensure successful adoption of our SaaS platform. You’ll manage a portfolio of 25–35 clients, guiding them from onboarding through renewal while spotting growth opportunities.

Join a people-first culture with mentoring and development opportunities, working in a hybrid environment across NY, NJ, or Chicago.

Qualifications

• 2–3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship-building skills.
• Proactivity, curiosity and eagerness to learn.
• High levels of organization and ability to manage multiple priorities.
• Must be based in NY, NJ, or the Chicago area with a hybrid work setup.
• Exposure to marketing teams or marketing technology platforms is a plus.
• Additional languages (French, Swedish, Norwegian or German) are an added benefit.

Responsibilities

• Client Relationship Management: Build and nurture strong, long-term relationships with clients across onboarding, renewal and expansion.
• Renewal Readiness: Track value realized, product adoption and health to keep renewals on track.
• Upsell & Expansion: Identify opportunities for extra users, modules and services with client goals.
• Customer Strategy & Stakeholder Mapping: Develop strategy, roadmap and stakeholder maps for each account.
• Customer Understanding: Understand client business problems and align Papirfly solutions.
• Product Adoption: Drive platform adoption and plan remediation for low usage.
• Customer Engagement: Host regular sessions and business reviews with clients to track progress.
• Portfolio Management: Manage 25–35 clients, balancing proactive care with day-to-day support.
• Cross-Team Collaboration: Work with Support, Product and Account Management to resolve issues.
• Feedback & Continuous Improvement: Capture client feedback to improve offering and experience.

Skills

Customer Success

Account Management

Communication

Relationship Building

Organization

Hybrid Work

Marketing Tech

Second Languages

Job description

Papirfly is seeking a Customer Success Manager for our US team to foster partnerships with top brands and ensure successful adoption of our SaaS platform. You’ll manage a portfolio of 25–35 clients, guiding them from onboarding through renewal while spotting growth opportunities.

Join a people-first culture with mentoring and development opportunities, working in a hybrid environment across NY, NJ, or Chicago.