Customer Success Team Lead (Prowly)

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:

• Salary (based on an employment contract) - ranges of PLN 12 000 - 14 000 gross, depending on your experience
• 100% remote work (offices in Warsaw and Łódź are available)
• Flexible hours (depending on the role & team)
• 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 such as Multisport and Inter Polska - Health Insurance
• Opportunity to use development tools (i.e. FRIS, Facet5)
• 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: Annual Retreat Event and team building activities
• 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
• Interview with Head of Customer Success and HR BP
• Interview with Customer Success team members

If you have any questions about this job ad, please reach out to
Let us introduce you to Weronika from our CSM team:

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.