Customer Success Manager

Salary : up to 15 000 PLN + bonus based on incentive linked to upsell and retention impact

Contract : B2B

About the role

We’re looking for someone who’s equal parts relationship builder, problem solver, and growth driver. As our Customer Success Manager for enterprise clients, you’ll guide them from onboarding to long-term adoption, help them get the most out of Surfer, and spot opportunities to grow together. You’ll have a direct impact on Surfer’s growth by leading upsell conversations, negotiating agreements, and making sure our customers see real, measurable value.

Responsibilities :

Monitor account health, engagement, and product usage metrics to detect early signs of churn risk and implement targeted retention strategies to safeguard recurring revenue.

Proactively identify, initiate, and close upsell opportunities within the portfolio of enterprise clients, ensuring alignment with their evolving needs and the company’s strategic objectives.

Serve as the primary relationship owner for assigned enterprise customers, acting as a trusted advisor who understands their business goals, challenges, and success metrics.

Lead scheduled meetings such as QBRs, onboarding sessions, and training calls.

Respond to client inquiries via email, calls, or collaboration tools

Regularly update tailored proposals, commercial offers, and value-driven packages for enterprise clients in line with brand guidelines, value proposition, and sales strategy.

Collaborate closely with Sales, Marketing, and Product teams to ensure seamless delivery of client solutions, share market intelligence, and refine the go-to-market approach.

Proven experience (3–5 years) in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS environment, ideally working with enterprise customers.

Track record of achieving or exceeding upsell, expansion, and retention targets.

Excellent relationship-building and communication skills, with the ability to influence and negotiate at senior stakeholder level.

Strategic mindset with the ability to align client needs with commercial opportunities and long-term business objectives.

Proficiency in CRM tools (we use HubSpot).

Analytical skills to interpret usage data, identify trends, and translate insights into actionable strategies.

High level of organization and ownership, able to manage multiple accounts and priorities simultaneously.

Collaborative and proactive approach to cross-functional teamwork with Sales, Product, and Marketing teams.

Native English (spoken and written), additional languages are a plus.

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