Customer Success Team Lead

Hey 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 Culture Book and see what makes us different from other workplaces What is more, we can officially call ourselves Dream Employer 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. 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 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 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 Maria 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.