Customer Success Manager – SaaS (Hybrid)

About the role

We are looking for a Customer Success Manager to own the end‑to‑end customer journey for our SaaS event‑management platform. You will work with a portfolio of around 20 clients, ensuring they adopt, retain and expand their use of the solution.

Key responsibilities

• Lead onboarding, adoption, retention and growth activities for assigned accounts.
• Serve as the primary point of contact, identifying upsell and cross‑sell opportunities.
• Resolve escalated issues quickly and coordinate with sales, product and operations teams.
• Visit clients periodically and attend client‑hosted events.
• Track and report on KPIs such as NPS, retention rate and expansion revenue.

Required profile

• Proven experience in Customer Success or Account Management within a SaaS, software or digital‑agency environment, preferably at an SME or scale‑up.
• Demonstrated ability to improve client retention and satisfaction using data and performance metrics.
• Hands‑on experience with CRM tools, especially Salesforce and Monday.com.
• Strong communication and relationship‑building skills, able to work across functions in a fast‑paced setting.

Required skills

• Salesforce
• Monday.com

What we offer

• Hybrid working model