Customer Success Specialist

Salary: 8 000 – 12 000 PLN/net

Contract: B2B

Let’s introduce you to the team first.

We’re the Sales Team @Surfer and we aim to understand the challenges being faced by the client and how to sustainably solve them by offering our products/ growing the organization by giving structure to unstructured opportunities through identifying new partnerships and alliances, customers, and lines of revenue. We are looking to hire a Customer Success Specialist who will maintain ongoing customer relationships and networking, implement success programs, contribute to sales, onboarding and training clients, and minimize churn.

The Company

Want to know more about us? See our career site and brand story, where you will learn more about how we work, hire, and what we stand for.

What will you be doing:

• achieving weekly, monthly, and annual KPIs
• utilizing different tools to ensure a standardized and smooth process throughout the whole customer lifecycle
• onboarding new clients and providing them with product functionalities – we are changing fast
• gathering feedback from existing customers – they always have great ideas we can implement!
• taking care of customers, especially from the enterprise sector
• identifying opportunities for further growth within the account (upselling)
• developing and maintaining knowledge of the company and its products, researching consumer needs, and identifying how Surfer can address those needs
• running onboarding, demo, QBR, and check-up calls
• contributing to wider team culture through engaging in various team activities

Job requirements

We might be looking for you if you:

• have already experience in a Customer Success Manager role in B2B, especially in SaaS companies
• are a great communicator in English (minimum B2)
• have experience with Intercom or similar platform
• have experience in onboarding new customers to the product
• are familiar with metrics such as churn, MRR, CSAT, customer lifetime value, retention rate
• have experience with talking to the client through various communication channels (email, phone, chat, LinkedIn)
• know how to explain tricky cases to non-tech customers
• are proactive and constantly looking for solutions to improve customer experience
• are open to learning new things and willing to share your knowledge
• have strong organizational, interpersonal, and time management skills