Customer Success Manager

**ABOUT YOU** We are looking for a customer success manager who prioritizes high-value customers, you shine at forming solid connections and have great people skills. Your proactive attitude and self-driven nature, along with your positive "can-do" mindset, push you to tackle customer issues and guarantee their satisfaction. You are skilled at spotting patterns and trends, and you are always looking for ways to enhance customer success strategies. You thrive in a dynamic environment, adapting and prioritizing effectively as priorities evolve. Your dedication to continuous learning and a customer-centric approach enables you to deliver exceptional experiences. **RESPONSIBILITIES OF THE POSITION** In your capacity as a Customer Success Manager dedicated to high-value clients, you manage a global portfolio of customers across all lifecycle stages, leading onboarding, workshops, and strategic check-ins to drive adoption and retention. You act as the main point of contact to deliver guidance, resolve issues, and align customer goals with product value. Collaborate with cross-functional teams to tailor solutions, gather feedback, and contribute to product development. Support customer training, create success stories, and help scale customer success operations alongside leadership. **YOUR KEY RESPONSIBILITIES** - Manage a dynamic portfolio of international customers across various lifecycle stages. - Run onboarding calls, workshops and async playbook reviews to enhance customer retention, align objectives, and drive desired outcomes. - Serve as the primary point of contact for customers, to optimize engagement, provide guidance and increase adoption rates. - Collaborate with cross-functional teams to develop customized plans and strategies that address customer challenges. - Transform customer feedback into actionable insights and feature ideas, actively contributing to future product development. - Proactively identify and address customer issues, escalating when necessary to ensure timely resolution and avoid churn. - Stay updated on industry trends and competitors to provide proactive guidance and recommendations to customers. - Collaborate with the marketing team to create compelling customer success stories and testimonials, highlighting the value of our platform for high-value customers. - Assist in the development and delivery of customer training programs, webinars, and workshops to drive product adoption and enhance customer satisfaction. - Work closely with the Head of Customer Success to scale and improve customer success operations. **YOUR TALENTS AND SKILLS** - 3+ years in customer success management or a related role, in B2B-SME a SaaS environment and ideally in a Product Led Growth motion. - Proven ability to manage independently a book of business across multiple segments or ICP’s. - Experience leading customer onboarding, QBR’s, success planning and renewals. - Effective communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders. - Strong track record of driving retention, expansions, and product adoption. - Comfortable working in high-velocity environments with short onboarding cycles (7-14 days). - Hands-on with tools like HubSpot, Intercom, Notion and onboarding platforms. - Solid understanding of customer journey frameworks and data-driven health tracking. **LIFE AT EXPANDI** At Expandi, we are building more than just a successful company—we are building a place where people grow. We are a profitable, fast-growing business with consistently strong results, powered by a loyal customer base and an expanding footprint across the globe. Our platform is trusted by thousands of users worldwide, and our momentum is only getting stronger. What truly sets us apart is our people. We are proud to be an international team representing 17 different nationalities, bringing together diverse perspectives, ideas, and experiences. We believe that every person should have the chance to thrive, regardless of background. You don’t need a degree from Stanford or an MBA to make your mark here—ambition, grit, and passion go a long way. There’s always something meaningful happening at Expandi. From game-changing product launches to high-impact projects, we create space for people to challenge themselves, grow their skills, and do the best work of their careers. Because at the end of the day, it’s people who drive progress—and we’re just getting started. **OUR OFFER TO YOU** - Fair & Competitive Compensation_ We believe great work deserves great rewards. That’s why we offer a fair and competitive salary structure, with a solid base salary and a performance-based variable component. When you help Expandi grow, you should grow too—both professionally and financially. - Real Growth Opportunities_ Your development matters to us. Tell us what skills you want to build or what direction you want your career to go, and we will support you every step of the way. Wh