Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (SaaS CRM): Serve as trusted strategic advisor to executive stakeholders in assigned portfolio, handling onboarding, adoption, retention, and upsell opportunities with an accent on building high-level relationships and driving revenue growth. Focus on creating custom success plans, managing escalations, contract negotiations, and advocating customer needs internally.

Location: Hybrid in Lisbon, Portugal. Unable to offer relocation assistance or visa sponsorship.

Company

International SaaS CRM platform with offices in Lisbon, Tallinn, Prague, London, and other locations across 50+ countries.

What you will do

• Onboard strategic accounts by assessing needs and creating custom success plans for adoption and value realization.
• Build and maintain relationships with key stakeholders to drive product adoption, usage, and long-term retention.
• Develop engagement strategies, re-engage customers, and pursue upsell opportunities independently.
• Manage contract negotiations, billing, and delivery of solutions through internal collaboration.
• Act as escalation point for security incidents and voice of the customer to cross-functional teams.
• Conduct self-driven business study to advise diverse customers across industries.

Requirements

• Fluency in English (C1+)
• 3+ years in Account Management/Customer Success in tech industry
• Understanding of customer lifecycle phases: onboarding, adoption, QBRs, renewals, expansions
• Strong strategic mindset with knowledge of CS metrics (Health Score, CSAT, NPS, NRR, GRR)
• Excellent communication, multitasking, and self-starter abilities in fast-paced environment
• Technical comfort with CRM/CSM tools and industry platforms

Nice to have

• Fluency in Portuguese or Spanish
• Experience with CRM/CSM systems like Gainsight
• Bachelor's degree and CSM certification

Culture & Benefits

• Value-driven environment prioritizing people with flexible hours and team support
• International team from 50+ countries
• Competitive salary, annual bonus, health insurance, meal allowance, flexible benefits (parking, transport, tech)
• Personal and career development with training opportunities
• World-class perks in lively, results-oriented culture