Customer Success Manager - 8 Month Contract

**This is an 8 Month B2B Contracts for candidates located in Poland only**

We're looking for a customer-focused, commercially minded Customer Success Manager to join our Customer Success team on a fixed-term basis, covering leave for one of our CSMs from approximately October 2026 to May 2027.

This is a temporary assignment covering an existing, established portfolio — you will inherit a mixed book of business of roughly 20% strategic enterprise accounts and 80% mid-market and SMB customers across Ratings & Reviews (UGC) products. The role is ideal for someone who enjoys balancing high-touch strategic engagement with efficient, scalable customer success practices, and who can ramp up quickly on an inherited portfolio with strong handover support from the outgoing CSM and the wider team.

You'll help customers achieve measurable business outcomes, drive product adoption, protect retention (team GRR target of 95%), and identify opportunities for growth — managing your portfolio through a combination of one-to-one engagement and digital, one-to-many programmes.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

Customer Success & Relationship Management

• Take ownership of an inherited portfolio of enterprise, mid-market and SMB customers for the duration of the cover period, maintaining continuity of relationships and momentum built by the outgoing CSM.
• Build trusted relationships with key customer stakeholders quickly, adapting your engagement model based on account size and complexity.
• Maintain and execute existing Success Plans for strategic customers while driving scaled success initiatives for SMB accounts.
• Lead Business Reviews (QBRs/EBRs) for enterprise customers and value reviews where appropriate for commercial accounts.
• Proactively monitor customer health in ChurnZero, identify risks, and execute mitigation plans (including formal risk mitigation journeys) before issues impact retention.

Adoption & Customer Outcomes

• Drive product adoption and ensure customers realise measurable business value across your portfolio.
• Analyze usage data, customer engagement and business objectives to identify opportunities to improve adoption.
• Deliver onboarding, enablement and customer education through a combination of direct interactions and digital content.
• Encourage customers to adopt new features and best practices.

Retention & Commercial Growth

• Own customer retention and renewal execution across your portfolio, using Salesforce and NetSuite to manage opportunities, quotes and contract renewals in line with team renewal processes.
• Identify expansion opportunities and partner with Sales/Account Executives on upsell and cross-sell motions.
• Support renewal planning by ensuring customers clearly understand the value delivered, following the team's established renewal playbook and handover documentation.
• Promote customer advocacy through case studies, references and participation in customer programmes.

Scaled Customer Success

• Use health scores, usage signals and customer segmentation (Enterprise / Medium / Small) to prioritise your time effectively across a high-volume book of business.
• Maintain a high-quality customer experience across the full portfolio for the duration of the assignment.
• Flag opportunities to improve Customer Success processes and contribute ideas for greater scalability and efficiency, feeding these back to the permanent team ahead of handback.

Cross-functional Collaboration

• Partner with Sales, Product, Support, Professional Services and Marketing to deliver an outstanding customer experience.
• Capture and communicate customer feedback to influence product improvements and future roadmap decisions.
• Maintain accurate, up-to-date customer information, health status, risks and success activities in Salesforce and ChurnZero, ensuring a clean handback of the portfolio at the end of the assignment.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• 3–6+ years of experience in Customer Success, Account Management or a similar customer-facing SaaS role.
• Experience managing a mixed portfolio of customers, including SMB and enterprise accounts.
• Proven success driving customer retention, adoption and commercial growth.
• Comfortable stepping into an existing portfolio at pace, absorbing handover documentation and building customer trust quickly.
• Strong communication skills with the ability to engage everyone from day-to-day users to senior decision-makers.
• Excellent prioritisation and organisational skills, with the ability to manage a high-volume portfolio effectively.
• Data-driven approach to customer management and decision making.
• Available to start in October 2026 and commit through to approximately May 2027, including a short overlap/handover period at the start and end of the assignment.