Job Title:
Customer Success Manager
Reports to:
CEO
Direct Reports:
None
Other:
Cross-functional collaboration with Sales and Delivery Teams
Main Purpose of Role
Ensure that all clients receive maximum value from our services, driving retention, satisfaction, and growth. Act as the primary advocate for customers, ensuring their success and maintaining long-term relationships.
Accountabilities and Duties
- Build strong, trusted relationships with clients to ensure satisfaction and long-term retention.
- Serve as the primary point of contact for key accounts, providing strategic guidance and proactive communication.
- Conduct regular business reviews to identify risks and opportunities and implement recommendations.
- Ensure smooth onboarding, adoption, and continuous engagement for clients.
- Work closely with internal teams to align service delivery with customer needs and expectations.
- Develop and implement best practices for customer success and engagement.
- Address and resolve client issues proactively, ensuring high levels of satisfaction.
- Monitor customer health scores and take action to prevent churn.
- Define, implement, and review processes to optimize customer experience.
- Support internal teams by gathering customer insights to improve service offerings.
- Identify and support upsell and cross-sell opportunities to drive revenue growth.
- Contribute to company budget planning with insights from customer trends.
- Support cash flow forecasting through accurate reporting of renewals and upsell opportunities.
- Assist in setting and achieving revenue targets for customer accounts.
Measures of Performance
- Client retention rate.
- NPS.
- Client service level.
- Client onboarding time.
- Query resolution time.
- Revenue expansion.
Essential Skills and Competencies Required
- Excellent written and spoken English
- Strong relationship-building and account management skills
- Excellent communication and negotiation abilities
- Proactive problem-solving and customer-focused mindset
- Ability to analyze data and derive actionable insights
- Strong collaboration skills across teams
- Business and commercial acumen
- Self-motivated and results-driven
- High responsiveness and time management skills
Preferred Experience Required
- Previous experience in a Customer Success, Account Management, or similar client-facing role
- Experience managing customer retention and expansion strategies
- Familiarity with digital marketing services and agency operations
- Proven track record of achieving customer satisfaction and growth metrics
Other Information
Knowledge of the Lithuanian language is not required for this role, but eligibility to work in the EU is necessary.
Type: Hybrid(3 office days, 2 remote days, 30 days/year work from anywhere)
Salary Band on Appointment: 2,500 – 3,100 EUR (before taxes)
Other Benefits
- Comprehensive health insurance coverage to ensure the well-being of our employees
- A modern office located in a prime and convenient location
- Engaging projects that span various industries, allowing you to expand your expertise
- A supportive and collaborative work environment where your contributions are valued and recognized
- Monthly team buildings and activities
- Opportunity to attend industry events and conferences
- Fully paid workations
