[Hiring] Manager, Customer Success @ABC Financial Services

Role Description

The Manager of Customer Success leads a portfolio of high-value enterprise customers, serving as the primary strategic partner to executive stakeholders. This role drives long-term customer value by aligning customer priorities with internal teams to deliver measurable outcomes, sustained growth, and strong net revenue retention (NRR).

This leader builds trusted executive relationships, identifies opportunities to improve customer performance, and partners cross-functionally with Product, Support, Sales, and other teams to ensure successful execution. In addition to owning renewals, expansion, and overall account health, this role leads and develops Customer Success Managers (CSMs), removes obstacles, and ensures customers consistently realize value from their investment. The ideal candidate is strategic, customer-focused, commercially minded, and able to lead confidently through change.

Qualifications

• Exceptional communication and presentation skills, with the ability to influence executive stakeholders
• Proven ability to build trust and operate as a trusted advisor
• Demonstrated success leading and developing high-performing teams
• Strong analytical skills with the ability to interpret customer and revenue data
• Proven experience leading complex, cross-functional initiatives
• Bachelor’s degree required
• 8+ years of experience in Customer Success, Account Management, or a related field, preferably in a SaaS or enterprise environment
• Must speak both Polish and English

Requirements

• Build and maintain strong, trusted relationships with key enterprise customers and executive stakeholders
• Develop a deep understanding of customer business goals, challenges, and success metrics
• Act as the primary advocate for customer needs across the organization
• Anticipate account risks, changes, and opportunities, and proactively drive improvement plans
• Lead regular customer engagements including weekly/monthly touchpoints and Quarterly Business Reviews (QBRs)
• Own the commercial success of assigned accounts, including renewals, contract negotiations, and expansion opportunities
• Drive net revenue retention (NRR) through upsell, cross-sell, and retention strategies
• Ensure on-time, on-spec, and on-budget delivery of commitments to customers
• Manage complex projects across customer and internal teams to successful completion
• Develop and maintain deep product knowledge across the ABC Fitness ecosystem
• Partner with Engineering, Product, Sales, Support, and Finance to align on customer priorities
• Lead, mentor, and develop Customer Success Managers (CSMs)
• Analyze customer data to drive strategic decision-making and performance improvements
• Travel as needed to support on-site customer engagements, executive meetings, and key account initiatives

Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
• Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
• Medical/Dental/Vision coverage.
• EAP – we get you help when you need it. Period.
• Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
• And more! – so many benefits we couldn’t even fit them all here!