Customer Success Manager

ABOUT YOU

We are looking for a customer success manager who prioritizes high-value customers, you shine at forming solid connections and have great people skills. Your proactive attitude and self-driven nature, along with your positive "can-do" mindset, push you to tackle customer issues and guarantee their satisfaction. You are skilled at spotting patterns and trends, and you are always looking for ways to enhance customer success strategies. You thrive in a dynamic environment, adapting and prioritizing effectively as priorities evolve. Your dedication to continuous learning and a customer-centric approach enables you to deliver exceptional experiences.

RESPONSIBILITIES OF THE POSITION

In your capacity as a Customer Success Manager dedicated to high-value clients, you manage a global portfolio of customers across all lifecycle stages, leading onboarding, workshops, and strategic check-ins to drive adoption and retention. You act as the main point of contact to deliver guidance, resolve issues, and align customer goals with product value. Collaborate with cross-functional teams to tailor solutions, gather feedback, and contribute to product development. Support customer training, create success stories, and help scale customer success operations alongside leadership.

YOUR KEY RESPONSIBILITIES

• Manage a dynamic portfolio of international customers across various lifecycle stages.

• Run onboarding calls, workshops and async playbook reviews to enhance customer retention, align objectives, and drive desired outcomes.

• Serve as the primary point of contact for customers, to optimize engagement, provide guidance and increase adoption rates.

• Collaborate with cross-functional teams to develop customized plans and strategies that address customer challenges.

• Transform customer feedback into actionable insights and feature ideas, actively contributing to future product development.

• Proactively identify and address customer issues, escalating when necessary to ensure timely resolution and avoid churn.

• Stay updated on industry trends and competitors to provide proactive guidance and recommendations to customers.

• Collaborate with the marketing team to create compelling customer success stories and testimonials, highlighting the value of our platform for high-value customers.

• Assist in the development and delivery of customer training programs, webinars, and workshops to drive product adoption and enhance customer satisfaction.

• Work closely with the Head of Customer Success to scale and improve customer success operations.

YOUR TALENTS AND SKILLS

• 3+ years in customer success management or a related role, in B2B-SME a SaaS environment and ideally in a Product Led Growth motion.

• Proven ability to manage independently a book of business across multiple segments or ICP’s.

• Experience leading customer onboarding, QBR’s, success planning and renewals.

• Effective communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders.

• Strong track record of driving retention, expansions, and product adoption.

• Comfortable working in high-velocity environments with short onboarding cycles (7-14 days).

• Hands-on with tools like HubSpot, Intercom, Notion and onboarding platforms.

• Solid understanding of customer journey frameworks and data-driven health tracking.

LIFE AT EXPANDI

At Expandi, we don’t just talk about being a great place to work, we live it. We are a fully bootstrapped SaaS company that scaled from zero to millions in ARR in just a few years, landing a spot on Latka’s list of the world’s fastest-growing bootstrapped software companies. That kind of growth only happens when you have ambitious goals, bold ideas, and a team that is hungry to make an impact.

Here, growth isn’t just about the business, it is about you. We invest in people so they can keep leveling up, both professionally and personally. Whether you are building new features, shaping marketing campaigns, or crafting content that reaches thousands, your work at Expandi has real meaning and global reach.

We believe in talent, not pedigrees. You don’t need an MBA or a Silicon Valley résumé to thrive here, just curiosity, drive, and the courage to think differently. What matters most is the energy you bring and the mark you are ready to make.

And while we hustle hard, we know culture is what keeps us strong: a remote-first team that celebrates wins together, swaps ideas daily, and a strong entrepreneurial mindset. At the end of the day, Expandi is about people, ambitious, creative, supportive people who push each other to be better than yesterday.

OUR OFFER TO YOU

Fair pay & rewards –> We believe great work deserves great rewards. That is why we offer competitive salaries with a solid base plus a performance-driven bonus structure. When Expandi grows, you grow too.

Growth potential –> Your career is our priority. Tell us where you want to go and what skills you want to sharpen, and we will back you with the resources, mentorship, and opportunities to get there.

Work-life balance –> Work should fit into your life, not the other way around. We trust you to manage your time, whether that means taking a sunny afternoon off and catching up later, or shaping a schedule that helps you thrive.

Ideas over hierarchy –> Titles don’t matter here, ideas do. If you have got a smart solution or bold concept, you will always have a platform to share it…..and the freedom to make it real.

A fun, supportive team –> We spend a lot of time together, so we make it count. At Expandi, you will join a global crew that is ambitious, collaborative, and loves to celebrate wins (big and small). Work hard, laugh harder.