Senior Customer Success Manager (Mid-Market)

Drive retention & revenue growth for CloudTalk’s portfolio of largest clients
Unlimited Paid Time off
Work 100% remotely from Europe or from any of our offices (Bratislava, Prague)
Sales Academy: training and coaching from our Sales Enablement team
Company Stocks
Uncapped bonus scheme & referral bonuses up to 5000EUR

This position is location-flexible. For advertising purposes, we might advertise in different locations.

CloudTalk is the next generation business calling software.

It allows customer support and sales teams to automate their workflows without any coding and makes customer experience a true competitive advantage by allowing businesses to connect faster, easier and more efficiently with their customers.

Founded in 2018, CloudTalk has grown into an industry leader over the last 4 years, with a globally distributed team of ~200 people from 30 different countries, and offices in Bratislava and Prague.

Today, we take pride in delivering a solution used by more than 2500 teams of all sizes around the globe, in industries ranging from financial services to the education sector. CloudTalk is the VoIP solution of choice for well-known organizations like Fujitsu, Mercedes, Oyo, CoachHub, Nokia, Deel and TIER.

We believe in teamwork, innovation, growth and in putting people first. Our purpose is to connect businesses, teams and partners together in the cloud and to deliver the best possible experience to our customers, our community and, of course, the amazing and dynamic team of CloudTalkers we couldn’t be prouder of.

This is our story. Do you wanna be part of it?

About the role

The Senior Customer Success Manager (Mid-Market) will be a key member of our global Customer Success Team spread across Europe, US and Asia and will be responsible for driving customer retention and growth within the mid-market segment of CloudTalk. The primary focus of this role is to ensure that customers are realizing the full value of our product and support, while identifying and pursuing new expansion opportunities.

This role is a great new challenge for a dynamic, customer-centric and results-driven individual who is passionate about customer success and has a proven track record of driving growth and retention within the mid-market segment in the B2B SaaS space.

What you will do

• Develop and maintain strong, long-term relationships with key customer stakeholders, including executive and decision-making levels
• Understand customer business objectives and align our solution to meet those objectives
• Identify and pursue new revenue opportunities within the customer portfolio, including upsells and new product or support offerings, based upon a pre-defined quota
• Work closely with cross-functional teams including sales, product, and marketing to ensure customer success and drive revenue growth
• Coordinate customer onboarding and training and ensure customer happiness through regular check-ins and goal management
• Monitor and analyze customer usage data to proactively identify potential issues and opportunities
• Communicate customer feedback and insights to internal teams to drive product development and marketing strategies
• Provide regular reports on customer engagement and revenue performance to leadership

What we are looking for

• Extensive experience in a customer success or account management role in the mid-market segment (€10,000 to €100,000 ARR)
• Proven track record of driving customer retention and revenue growth
• A customer-focus mindset; customer retention and customer experience come first
• Strong communication, interpersonal, and relationship-building skills
• Ability to think strategically and identify new revenue opportunities
• Excellent problem-solving and analytical skills
• Ability to work effectively in a cross-functional team environment
• Experience with customer relationship management (CRM) software (Planhat preferred)
• Experience with data analysis and reporting
• Fluent English is required, another other European language is a big plus

Why you will love to be a CloudTalker:

Even more reasons you won't be able to resist us:
Team buildings and workshops
Communications coach
Birthday book of your choice
/English & German Language courses
/Slovak & Czech language courses
Company merchandise

External Referral Program – Recommend a developer to people@cloudtalk.io and get a new MacBook (€2000 value) after a 3 months probation period.