Customer Success Manager

⚠️ Important: While this is a fully remote role, we only accept candidates within a 2-hour time difference from CET (Central European Timezone).

‍At Prezly, “Customer Delight” isn’t just a phrase – it’s the heartbeat of our company. As a bootstrapped organization, our customers are our lifeblood. Their success drives our success, and their satisfaction shapes everything we do. That’s why we’re on the lookout for a proactive and results-driven Customer Success Manager to join our team. This role is essential in ensuring our customers thrive with Prezly, whether they’re just getting started or have been with us for years.As part of the Sales & Customer Success team, you’ll focus on onboarding, training, and maximizing the value our customers gain from Prezly. If you’re passionate about helping customers succeed, thrive in dynamic environments, and have a knack for building strong relationships, this role is for you.

Job requirements

• Language: Near-native English is required. A great deal of our customers are Belgian and therefore a high command of Dutch and/or French would be a huge asset.
• Experience: 3+ years in a Customer Success Manager or Account Management role.
• Customer Volume: Comfortable managing a large portfolio of customers. You’ll initially be the sole dedicated Customer Success representative, collaborating closely with sales and supported by our awesome support team.
• Tools: Experience with customer success-specific tools and a proven track record in setting up onboarding experiences (both automated and manual).
• Communication: Strong verbal and written communication skills. You’ll regularly engage with customers and the rest of the Prezly team via phone calls, web conferences, and email.
• Remote Setup: A good, reliable internet connection is a must, as this role is fully remote.

Your responsibilities

• Customer Success Coordination: Collaborate with support, sales, and product marketing to align efforts.
• Metrics & Reporting: Track and report on KPIs related to customer health and satisfaction.
• Customer Health: Proactively improve the health of newly converted customers and nurture key accounts.
• Engagement & Retention: Identify upsell opportunities and work with our Head of Sales to increase retention rates.
• Onboarding & Training: Lead onboarding and training sessions for new clients, ensuring they feel confident using the platform.
• Usage Monitoring: Monitor app usage, follow up with potential churners, and strategize to improve product adoption across all customer segments.

What we offer

• Competitive Salary: Because great work deserves great pay.
• Office Budget: As this is a fully remote position, we provide you with a starting budget to get your home office kitted out with the right equipment.
• Amazing Tools: You’ll get to choose your own equipment – think of it as your utility belt for success.
• Flexible Hours: Work when and where you’re most productive – there’s a life outside of work, and we get that.
• 35 Paid Days Off: We focus on the value you bring, not how many days you spend behind a desk. We offer a generous amount of holidays so you can bring your A-game.
• Team Gatherings: A few times a year, we fly the team to Leuven, Belgium, to connect, collaborate, and have fun together.
• Support for Your Needs: If there’s something important to you that’s not on this list, let us know – we’re open to finding solutions.

If this sounds like the role for you, we’d love to hear from you!