Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing a large portfolio of mid-tier accounts by building automated engagement programs and one-to-many touchpoints with an accent on driving activation, adoption, and retention. Focus on managing the full renewal cycle, providing technical guidance to network engineering teams, and leveraging AI tools to scale customer outreach.

Location: Must be based in or able to work from Prague, Czech Republic (Hybrid role with 2 core days in the office)

Company

A post-Series B startup pioneering network automation solutions for enterprise network engineering teams.

What you will do

• Own the end-to-end engagement model for a mid-tier portfolio, running digital-led programs to drive activation and retention.
• Conduct direct conversations for onboarding, expansion, and renewal interventions when human touch is required.
• Manage the full renewal cycle for Tier 4 accounts, including coordinating with channel partners and tracking procurement.
• Monitor customer health signals and usage trends to prioritize time and mitigate churn risk.
• Provide technical guidance to help customers understand how the product fits their network environment.
• Partner cross-functionally with Sales, Solution Architects, and Marketing to feed customer insights back into the product roadmap.

Requirements

• 2–3+ years of experience in a scaled or digital-touch Customer Success role.
• Technical aptitude in enterprise networking concepts and ability to engage technical stakeholders.
• Experience building and executing digital customer engagement programs and personalized email campaigns.
• Commercial experience managing renewals end-to-end, including working with resellers and distributors.
• Excellent written communication in English.
• Data-driven mindset with experience using health metrics to prioritize work.
• Comfort using AI tools to automate tasks and enhance productivity.

Nice to have

• Experience with HubSpot or similar marketing/engagement platforms.
• Familiarity with Gong for reviewing customer interactions.
• Background in network operations or infrastructure assurance.
• Czech, Italian, or other European language skills.
• Experience in a SaaS company selling to technical buyer personas.

Culture & Benefits

• 25 days of holidays plus 5 flexi-days.
• Pluxee Flexi Card (up to 16,000 CZK per year).
• Pet-friendly office at IP Pavlova.
• Anniversary rewards and regular team events.
• Flexible environment prioritizing work-life balance.