Customer Success Manager

Job description

LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services. ONLY POLAND BASED - Employment Contract Position Summary We are seeking a motivated Customer Success Manager to support customer satisfaction, retention, and growth. This role will manage a portfolio of customers, helping them achieve business outcomes through effective and proactive account management. Additionally, the role will support the renewal process by partnering with customers and internal teams to ensure timely renewals and minimize churn. The ideal candidate is an excellent communicator, highly organized, data-driven, and passionate about helping customers succeed. Key Responsibilities Customer Success Management Customer Engagement & Relationship Management • Serve as the primary point of contact for an assigned portfolio of customers. • Build trusted relationships with customer stakeholders and end users. • Conduct regular customer check-ins, business reviews, and success planning sessions. • Develop an understanding of customer goals, challenges, and use cases. Retention & Customer Advocacy • Proactively identify and address customer concerns before they become escalations. • Partner with Support, Product, and Sales teams to resolve customer issues. • Create and execute customer success plans for key accounts. • Encourage participation in customer advocacy programs, case studies, and reference opportunities. Account Monitoring & Reporting • Maintain accurate customer records within CRM and Customer Success platforms. • Track customer health scores, engagement metrics, and success milestones. • Provide feedback to leadership regarding customer trends, risks, and opportunities. Renewal Coordination • Manage a queue of assigned customer renewals. • Initiate renewal discussions 90-120 days before contract expiration. • Review renewal opportunities and identify potential risks. • Partner with Sales and Account Management teams on renewal strategies. Retention & Churn Prevention • Identify at-risk customers and develop action plans to improve retention. • Communicate renewal timelines, pricing, and contract requirements. • Assist with renewal forecasting and pipeline reporting. • Support negotiation discussions within established approval guidelines. Administrative Support • Ensure contracts and renewal documentation are completed accurately. • Maintain renewal records and update CRM systems. • Track renewal status and escalate risks appropriately. Qualifications Required • 1-3 years of experience in Customer Success, Account Management, Sales, Customer Support, or related customer-facing role. • Strong communication and relationship-building skills. • Excellent organizational and time-management abilities. • Experience using CRM systems such as Salesforce, HubSpot, or similar platforms. • Ability to manage multiple priorities and customer relationships simultaneously. Preferred • Experience in a SaaS, technology, or subscription-based business. • Understanding of customer lifecycle management and renewal processes. • Experience working with customer health metrics and retention strategies. Key Performance Indicators (KPIs) Customer Success • Customer health score improvement • Product adoption and engagement rates • Customer satisfaction (CSAT) • Net Promoter Score (NPS) • Retention rate Renewals • Gross renewal rate • Net revenue retention contribution • On-time renewal completion • Churn reduction • Renewal pipeline accuracy Core Competencies • Customer-first mindset • Relationship management • Problem-solving • Active listening • Time management • Attention to detail • Collaboration • Business acumen • Results orientation Education: • A high school diploma or equivalent is required; a college or university degree is a plus. What We Offer: • Contract of employment • Sport card/ co-financing of vacation • Life insurance • Medical insurance • Lunch card • Annual bonus • Employee assistance program (EAP) • The employee pension scheme (PPE) This role is open to candidates legally authorized to work in Poland. At LevelBlue, we support flexible work and bring people together in person for key moments based on role, team, and business needs. LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law. To all agencies: Please do not contact LevelBlue outside of the Talent Acquisition team. LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place. Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission. #LI-JF1