Customer Success Manager

ZnanyLekarz started in 2012 as a small Polish startup and is now present on 4 continents in 13 countries, employing over 3000 people. It is a leader in its industry, providing a portal with specialist reviews as well as SaaS software and modern AI solutions supporting doctors and specialists in their daily work.

• Experience in Customer Success, Account Management, or Sales with building or optimizing sales/CS processes
• Strong sales experience including upsell, negotiations, and churn management
• Minimum 5 years managing Customer Success teams
• Process-oriented approach and ability to implement standards
• Ability to work with leaders and improve their efficiency
• Combining customer service with sales approach
• Excellent communication and negotiation skills
• Strong analytical skills and data-driven approach
• Minimum 2 years experience in a similar role
• Knowledge of team management, sales management, customer support, customer success, account management, sales, and team leadership
• Language skills: Polish (expert), English (advanced)

Rozwój i optymalizacja Customer Success:

• Building and improving CS processes (onboarding, retention, churn rescue, up-sell and cross-sell)
• Adapting tools to process needs
• Enforcing work standards, consistency, and quality of team activities
• Verifying quality of client meetings and sales pitches

Podejście sprzedażowe w CS:

• Supporting teams in upsell and churn reduction
• Participating in client conversations, especially difficult cases and negotiations
• Building and optimizing sales funnels

Współpraca z zespołami:

• Close cooperation with global Customer Success structures for reporting, process adjustment, and implementing local initiatives
• Collaboration with expansion and customer care teams
• Supporting leaders in improving efficiency, especially in sales and processes
• Participating in meetings with leaders and co-creating CS development direction

Onboarding i adopcja produktu:

• Optimizing onboarding process as key for adoption and upsell
• Identifying barriers and improving first customer experiences
• Increasing adoption of additional products during farming phase with clients