Technology, Information and Internet

Semrush

1001-5000

Poland

## Job Description

## Prowly is a SAAS company with over 10 years of experience, creating a product that helps **PR professionals** tell their brand stories. In 2020, Prowly became a part of Semrush, one of the biggest mar-tech companies in the world.   

Before you read about the brand new role of Customer Success Team Lead role - just take a look at our and see what makes us different from other workplaces 🚀

What is more, we can officially call ourselves of 2023 as we were granted the title thanks to our coworkers' engagement and transparency.

  
We’re looking for a result-driven and energetic **Customer Success Team Lead** who will be keeping an eye on each customer from acquisition to churn - and continuously working on a retention and will lead our fabulous CSM team.✨

  
## 👉🏻Your duties will include:

* Coordinating processes and flows of contacting clients
* Keeping a high level of retention and monitoring users' activity in Prowly
* Completing monthly quotas (retention)
* Coordinating automation - including internal operations, Hubspot management, cooperation with other teams
* Monitoring Hubspot operations from the customer side and constantly ensuring correctness of data
* Reporting to Head of Customer Success
* Running regular CSM team meetings and feedback sessions for CSMs
* Coordinating Onboarding process of new CSM
* Coordinating CSM sprints and the overall control over tasks
* Presenting CSM team results on a regular basis to the team and the whole company
* Handling customer escalations and refund cases
* Assisting the team with decision making on pricing and contracts negotiating
* Building and maintaining long-term relationships with key customers
* Cooperation with internal teams: Sales, Marketing, Finance, Customer Engagement & Retention, Product and Development.

## Requirements

💎 What we expect: 
* 3+ years of experience in working with SaaS model
* 1+ years leading or coaching customer-facing post sale-team
* Combination of **post-sale and sales experience**
* Excellent communication and proactive approach
* **Excellent English & Polish in speech and writing**
* Strong empathy for customers AND passion for revenue and growth
* Business mindset with proven excellent business results
* Experience with enterprise accounts
* Analytical and process-oriented mindset

## 🎁 What we offer:

* Attractive salary (based on an employment contract) - ranges of **PLN 12 000 - 14 000 gross**, depending on your experience
* Employment contract
* 100% remote work (offices in Warsaw and Łódź are available)
* Really **flexible hours** (you decide on your calendar)
* **Trust Paid Time Off** \- Take extra paid time off when you need it, beyond the allocated number of days
* **Mental Health Program** (private support sessions PL/EN with therapists/psychologists)
* Additional payment for benefits (Multisport and Inter Polska \[Health Insurance\])
* Opportunity to use development tools (FRIS and Facet5) and work with an expert
* **Educational budget**
* **English language** course conducted by native speakers
* A dedicated **Buddy** who will support you in the first months of work, as well as onboarding meetings with all departments
* Integration events (2 company events annually + team integrations)
* Referral Program (Recommend a person that can be suitable for a role and receive a bonus

⏰ **Here’s what the recruitment process looks like:**

* Video call with Talent Acquisition Specialist
* Meeting with Head of Customer Success team and HR BP
* Interview with Customer Success team members

If you have any questions about this job ad, please reach out to   
  
_Prowly is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation._

_We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone._  
  

Employee

Professional / Experienced

<h2 id="job-description">Job Description</h2>
<h2 id="prowly-is-a-saas-company-with-over-10-years-of-experience-creating-a-product-that-helps-pr-professionals-tell-their-brand-stories-in-2020-prowly-became-a-part-of-semrush-one-of-the-biggest-mar-tech-companies-in-the-world">Prowly is a SAAS company with over 10 years of experience, creating a product that helps <strong>PR professionals</strong> tell their brand stories. In 2020, Prowly became a part of Semrush, one of the biggest mar-tech companies in the world.</h2>
<p>Before you read about the brand new role of Customer Success Team Lead role - just take a look at our and see what makes us different from other workplaces 🚀</p>
<p>What is more, we can officially call ourselves of 2023 as we were granted the title thanks to our coworkers&#39; engagement and transparency.</p>
<p>We’re looking for a result-driven and energetic <strong>Customer Success Team Lead</strong> who will be keeping an eye on each customer from acquisition to churn - and continuously working on a retention and will lead our fabulous CSM team.✨</p>
<h2 id="👉🏻your-duties-will-include">👉🏻Your duties will include:</h2>
<ul>
<li>Coordinating processes and flows of contacting clients</li>
<li>Keeping a high level of retention and monitoring users&#39; activity in Prowly</li>
<li>Completing monthly quotas (retention)</li>
<li>Coordinating automation - including internal operations, Hubspot management, cooperation with other teams</li>
<li>Monitoring Hubspot operations from the customer side and constantly ensuring correctness of data</li>
<li>Reporting to Head of Customer Success</li>
<li>Running regular CSM team meetings and feedback sessions for CSMs</li>
<li>Coordinating Onboarding process of new CSM</li>
<li>Coordinating CSM sprints and the overall control over tasks</li>
<li>Presenting CSM team results on a regular basis to the team and the whole company</li>
<li>Handling customer escalations and refund cases</li>
<li>Assisting the team with decision making on pricing and contracts negotiating</li>
<li>Building and maintaining long-term relationships with key customers</li>
<li>Cooperation with internal teams: Sales, Marketing, Finance, Customer Engagement &amp; Retention, Product and Development.</li>
</ul>
<h2 id="requirements">Requirements</h2>
<p>💎 What we expect: </p>
<ul>
<li>3+ years of experience in working with SaaS model</li>
<li>1+ years leading or coaching customer-facing post sale-team</li>
<li>Combination of <strong>post-sale and sales experience</strong></li>
<li>Excellent communication and proactive approach</li>
<li><strong>Excellent English &amp; Polish in speech and writing</strong></li>
<li>Strong empathy for customers AND passion for revenue and growth</li>
<li>Business mindset with proven excellent business results</li>
<li>Experience with enterprise accounts</li>
<li>Analytical and process-oriented mindset</li>
</ul>
<h2 id="🎁-what-we-offer">🎁 What we offer:</h2>
<ul>
<li>Attractive salary (based on an employment contract) - ranges of <strong>PLN 12 000 - 14 000 gross</strong>, depending on your experience</li>
<li>Employment contract</li>
<li>100% remote work (offices in Warsaw and Łódź are available)</li>
<li>Really <strong>flexible hours</strong> (you decide on your calendar)</li>
<li><strong>Trust Paid Time Off</strong> - Take extra paid time off when you need it, beyond the allocated number of days</li>
<li><strong>Mental Health Program</strong> (private support sessions PL/EN with therapists/psychologists)</li>
<li>Additional payment for benefits (Multisport and Inter Polska [Health Insurance])</li>
<li>Opportunity to use development tools (FRIS and Facet5) and work with an expert</li>
<li><strong>Educational budget</strong></li>
<li><strong>English language</strong> course conducted by native speakers</li>
<li>A dedicated <strong>Buddy</strong> who will support you in the first months of work, as well as onboarding meetings with all departments</li>
<li>Integration events (2 company events annually + team integrations)</li>
<li>Referral Program (Recommend a person that can be suitable for a role and receive a bonus</li>
</ul>
<p>⏰ <strong>Here’s what the recruitment process looks like:</strong></p>
<ul>
<li>Video call with Talent Acquisition Specialist</li>
<li>Meeting with Head of Customer Success team and HR BP</li>
<li>Interview with Customer Success team members</li>
</ul>
<p>If you have any questions about this job ad, please reach out to   </p>
<p><em>Prowly is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.</em></p>
<p><em>We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.</em>  
  </p>


Customer Success Team Lead (Prowly)

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