Customer Success Manager, Mid Market

TL;DR

Customer Success Manager (Mid Market): Managing relationships and driving retention/growth for SMB customers ($5k-150k annual spend) with an accent on onboarding, value realization, and churn minimization. Focus on upsell/cross-sell opportunities, customer feedback to product teams, and data analysis for enhanced experiences.

Location: Lisbon (Hybrid)

Company

Global technology company with 2,400+ employees providing end-to-end software solutions for designing, selling, and manufacturing customizable products in Kitchen & Bath, Furniture, and related industries.

What you will do

• Develop strong relationships within a portfolio of SMB accounts to ensure loyalty and satisfaction.
• Drive positive onboarding experiences in collaboration with Training and Onboarding teams.
• Support customers in achieving objectives using the solution and articulate its value.
• Act as the voice of the customer by sharing feedback with product management.
• Proactively engage at-risk customers, resolve issues, and reduce churn to increase profitability.
• Prompt upsells/cross-sells, collaborate with Sales on renewals and expansions, and analyze customer data.

Requirements

• 3+ years in customer success, preferably in software industry (Cloud and kitchen/bath experience a plus).
• Experience driving technology adoption, managing diverse portfolios, and understanding customer concerns.
• Project management experience or ability to set milestones and coordinate teams.
• Proven work with cross-functional teams (Sales, Product, Marketing, Services).
• Understanding of value drivers in recurring revenue models.
• Full professional proficiency in English and German.

Culture & Benefits

• Work in a diverse, collaborative environment as Onehirify.global, united by purpose and mutual respect.
• Flexible and autonomous work supported by growth-focused leaders and teammates.
• Embrace curiosity, new ideas, and learning from mistakes.
• Bring your authentic self and contribute uniquely to impactful work.