Опис вакансії
We are looking for a Customer Success Manager to help build strong, long-term relationships with customers. The role involves fostering customer engagement, providing support, strengthening trust in Eleken, and identifying opportunities for growth and retention.
Про компанію
Eleken was founded to improve design services for SaaS companies. We focus on delivering high-quality, user-centered solutions that help businesses scale and succeed. Unlike traditional agencies, we operate on a subscription model, providing dedicated design teams that seamlessly integrate into our clients’ workflows.
Вимоги
- 2+ years of experience in B2B client-facing roles (Customer Success, Sales, Account Management)—preferably in technical or creative services
- Fluent English (spoken and written communication with clients)
- Conducting discovery calls with clients: identifying business goals, needs, roadblocks, and risks
- Upselling/cross-selling skills
- Familiarity with CRM systems and client communication tools (we use: Slack, Notion, Attio)
- A discovery mindset—curiosity and the ability to ask open-ended and probing questions
- Empathy and a client-centric approach
- Strong communication skills (clear, structured, and diplomatic)
- Proactive—proposing process improvements
- Organizational skills and the ability to prioritize—managing multiple clients and priorities simultaneously
- Teamwork—effective collaboration with sales and marketing
Обов'язки
- Maintain communication with active clients and ensure smooth collaboration
- Conduct quarterly NPS calls to gather high-quality feedback
- Collect reviews and recommendations on platforms such as Clutch and LinkedIn
- Conduct exit interviews when a client leaves
- Monitor the billing process and ensure timely payments
- Identify risks early on and coordinate with the internal team
- Maintain a friendly yet professional tone and be able to gently insist (especially regarding feedback or overdue payments)
- Reach out to former clients and maintain warm relationships
- Identify opportunities to expand collaboration or win back clients
Ми пропонуємо
- Salary is negotiated on an individual basis and depends on experience and skills
- Flexible work schedule
- Paid vacation and sick leave
- Fully remote
- Coworking compensation
- Financial support (we handle the bookkeeping)
- Employee referral bonus
- Book club and corporate library
