Customer Success Manager at HeroCoders

If you're searching for a remote role at a company that values its people as its greatest asset, respects work-life balance, and fosters a supportive environment for growth, HeroCoders could be the perfect fit for. At HeroCoders, we build powerful apps that help people work more efficiently.
As a Platinum Atlassian Partner, our tools are trusted by over 70,000 companies worldwide, with a few hundred thousand active users and a steady 40% annual growth rate. While we're proud of what we've achieved, there's still plenty of exciting work ahead. We’re a small, fully remote team of 20 people spread across the globe, and right now, we’re looking for a Customer Success Manager to join us.

Note:

This recruitment process will be conducted entirely in English.

You will be working with a team spread worldwide. We work synchronously, so a minimum 4h overlap with UTC +1 is necessary regardless of where you live.

Who we’re looking for:

As a Customer Success Manager, you will build and execute a comprehensive Customer Success strategy across our entire customer portfolio. You will work closely with our Customer Support Team and other key stakeholders to enhance customer satisfaction, increase retention, and drive expansion opportunities. Your focus will be on ensuring customers see the full value of our solutions, leading to long-term partnerships and reduced churn.

In this role, you will:

• Develop and implement a Customer Success strategy to optimize customer experience and engagement.
• Proactively engage with customers to understand their needs, challenges, and goals.
• Act as a trusted advisor, ensuring customers achieve their desired outcomes using our products.
• Work closely with the customer support team to ensure seamless issue resolution and high satisfaction levels, often also by responding to customers.
• Monitor customer health metrics and take action to prevent churn. Identify upsell and cross-sell opportunities to drive revenue growth. Create and manage customer success reports to track performance and key metrics.
• Collect customer feedback to drive product improvements and enhance offerings.
• Collaborate closely with marketing and product teams to improve customer onboarding and engagement.
• Build relationships and promote our product offering in the Atlassian Community, also by creating product content
• Manage and optimize the use of the CRM system to support Customer Success and Marketing activities

You’re a perfect match if:

• You have great English communication skills (written, oral, and presentation).
• You have at least 4 years of experience in Customer Success for SaaS products.
• You excel at fostering good relationships, demonstrating empathy, advocating for customers, and inspiring customer loyalty.
• You can analyze data and customer insights to inform strategic decisions and have a proactive approach to problem-solving.
• You have a degree of technical ability and are able to quickly familiarize yourself with tech platforms and products.
• Experience in the Atlassian Ecosystem (particularly with Jira and Jira Service Management).
• Experience in HubSpot.

What we offer:

• Long-term B2B contract with salary: 20k-28k PLN net + VAT/month or 60k-84k USD annually
• 33 days of paid annual leave
• Completely remote position
• Annual profit-sharing program
• Control over your professional development
• Annual retreat to spend quality time together
• Being part of a small, growing company and participating in business decisions