Customer Success Manager - 8 Month Contract

Role overview

An eight-month B2B contract position is open for a Customer Success Manager based in Poland who will cover an existing portfolio of customers while a permanent team member is on leave, from approximately October 2026 through May 2027. The role blends high-touch engagement with strategic enterprise accounts and scalable, one-to-many motions across a larger mid-market and SMB book, focused on a Ratings & Reviews product line. The incoming CSM will inherit a well-established portfolio with strong handover support and is expected to drive adoption, retention, and measurable business outcomes.

Responsibilities

- Take ownership of an inherited, mixed book of business covering roughly 20% strategic enterprise accounts and 80% mid-market and SMB customers, maintaining continuity of relationships through the cover period. - Build trusted advisor relationships with key stakeholders, adapting engagement style to account size and complexity, and lead Quarterly and Executive Business Reviews for strategic accounts. - Monitor customer health signals in the CS platform, surface risks early, and execute mitigation plans to protect a team Gross Retention Rate target of 95%. - Drive product adoption and measurable value realization through onboarding, enablement, education, and analysis of usage and engagement data. - Own renewal execution in Salesforce and NetSuite, partner with Sales on upsell and cross-sell motions, and promote customer advocacy via case studies and reference programmes. - Apply segmentation and health scoring to prioritise time across a high-volume portfolio, flag process improvements, and feed learnings back to the permanent team ahead of handback.

Requirements

- 3–6+ years in Customer Success, Account Management, or a comparable customer-facing SaaS role. - Demonstrated experience managing a mixed portfolio spanning SMB and enterprise accounts. - A track record of driving retention, adoption, and commercial growth. - Comfort stepping into an existing portfolio quickly, absorbing handover documentation, and building trust at pace. - Strong communication skills with the ability to engage from day-to-day users up to senior decision-makers. - Excellent prioritisation and organisational skills, plus a data-driven approach to customer management. - Must be based in Poland and available to start in October 2026, committing through approximately May 2027 with a short handover overlap at each end of the assignment.

Benefits and work setup

- Fixed-term, eight-month contract covering a parental or medical leave period, with handover support at start and end. - Globally aligned benefits package including generous paid time off, health coverage, retirement plans tailored to local markets, tuition reimbursement, donation matching, volunteer time off, referral bonuses, and flexible perks such as Flex Fridays. - Budgeted salary range of 75,000–87,108 PLN, with final compensation determined by skills, education, experience, and internal equity.