Customer Success Manager

Job description

ABOUT VIKTOR Viktor is the AI teammate. He lives in Slack and Microsoft Teams, connects to thousands of tools, and does real work for real companies: finance, marketing, ops, engineering. We're building the product that replaces half the SaaS stack. The team is small. The scope is not. THE SHORT VERSION You're a hands-on CSM working the base: proactive activation and expansion plays on the highest-potential accounts, usage reviews, save motions on at-risk teams. In many paying teams today, one power user drives most of the usage. Your job is to spread Viktor from that one person to their whole team. This is an on-site role, based in our Warsaw or Dublin office. WHAT'S ACTUALLY GOING ON HERE Viktor's base is thousands of self-serve teams, growing fast, mostly on monthly plans. The retention and expansion plays need hands on accounts now, not just a leader designing them. You'll work under our new CS Lead as one of the first Success ICs, running a high-volume book with real commercial numbers attached. WHAT YOU'LL ACTUALLY DO - Run proactive plays on a high-volume book: usage reviews, expansion triggers, save motions on at-risk teams. - Spread usage beyond the single power user. Find the 2nd, 3rd and 5th teammate in every account. - Build your own account lists from usage and billing signals. No lead router, no health-score tool to hide behind. - Carry expansion and save numbers alongside health metrics. - Feed patterns back: what activates teams, what kills them, written up so product can act. HOW YOU'LL KNOW IT'S WORKING - Accounts in your book add users, not just renew. - At-risk teams get caught and saved before the cancellation email, not after. - Your expansion number comes from plays you initiated, sourced from your own analysis. WHO YOU ARE - 3 to 6 years as a CSM at a usage-based PLG company. You've run proactive plays on a high-volume SMB/mid-market book, not a 15-logo enterprise book. - Data-fluent: you build your own account lists from usage and billing signals. SQL or Hex-style tooling a plus. - Commercial instincts: comfortable carrying expansion and save numbers. - AI-native: you run your own workflow through AI agents daily, or you've done post-sales at an AI-native company. Our Success motion is teaching customers to delegate work to an agent. You must live that behaviour to teach it. - Strong written and spoken English. PROBABLY NOT A FIT IF - You're a ticket-queue reactive CSM. - Renewals administration is the job you know. - You need a Gainsight instance before making a customer call. EVEN BETTER IF - You've been among the first CSMs somewhere and helped write the playbook. - You've worked expansion on usage-based or credit-based pricing. - You've shipped docs, guides or onboarding flows that moved a metric. HOW WE WORK Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day. We don't do alignment meetings or stakeholder syncs. We build things, see if they work, and iterate. WHY VIKTOR We're one of the fastest-growing companies in the world. The product works. The market is pulling. This is a rare window: everyone here owns something real. Not a task. A surface of the company that customers depend on. That doesn't last forever. Right now, it's still true. COMPENSATION Top-of-the-market salary and the kind of ownership that only exists at this stage. The best work happens when you're in the room. Munich, New York, Dublin, and Warsaw. Remote for some roles.