Senior Customer Success Manager

About Zowie:

At Zowie, we’re all about pushing boundaries in customer experience. Our AI solutions are designed to help businesses connect faster, personalize better, and solve smarter. Top online brands (True Classic, Modivo, MediaMarkt, et al.) trust Zowie’s AI agents to be on the front-line of their customer care efforts (>1.2M conversations monthly) - to give their customers rapid support, speak their brands’ voice, drive customer loyalty, and boost their revenue. With just 1 out of every 1,000 website visitors talking to customer service globally, we believe that a well thought-out AI can tap into this gap and unlock tremendous value by bringing speed and empathy to customer interactions.

We’re a team of over 100 very ambitious individuals on a mission to do just that.

Having found strong traction with our mid-market and enterprise customers and observing our European portfolio growing before our eyes, Zowie is now seeking a product-minded Senior Customer Success Manager to join the Team in Warsaw.

What you'll do:

• Plan and manage the success of a portfolio of customers across the entire post-sale customer journey - from kick-off through advocacy to renewal. Plenty of local brands Zowie works with might ring a bell for you: GetYourGuide, Costco UK, MODIVO, Decathlone, Matas, and many more.
• Combine the knowledge of Zowie’s ins and outs with your understanding of the customers’ organization, key players, and their influence to build excellent cooperation. 
• Own the revenue of your portfolio, proactively identify and execute upsell and expansion opportunities while mitigating any churn risks.
• Think strategically to establish, maintain, and maximize satisfaction from using our platform. As a Customer Success Manager, you’re Zowie’s ambassador to the customers. You're their ultimate advisor, helping them reach the highest possible level of optimization. You'll have an opportunity to calculate & speak ROI with your stakeholders.
• Act as a Customer Advocate within Zowie. You’ll be the one collecting customer feedback and contributing to the creation of a successful product and service roadmap.
• Share insights about how Zowie performs for our customers with the rest of the Team. Representing customers, you’ll present at company meetings and participate in customer meet-ups - it’s about creating success stories worth promoting hand-in-hand with the Marketing Team).

Ideally, you'll bring with you:

• 4+ years of professional experience working with B2B customers (min. mid-market, preferably international accounts) 
• Hands-on experience working consultatively on a SaaS solution (Software as a Service) Exceptional verbal and written communication skills in English 
• Track record of building successful customer relationships with multiple stakeholders
• Self-awareness and drive to thrive within a fast-paced, ever-evolving environment - being hooked on learning constantly
• Excellent project management skills very much connected to being a natural problem solver - ability to take control of projects with multiple stakeholders
• Analytical and detail-focused approach backed by strong digital technical skills
• The operational and results-driven mindset backed by a strong sense of ownership

It'll be awesome if you have:

• Understanding of sales methodologies (MEDDPICC)
• Experience in working with technology in the AI, Chat, CRM, or customer service space
• Experience in working with enterprise accounts and projects
• Proficiency in other than English language

We are:

• Ambitious and innovative. We never settle. We always look for better ways of doing things. 

• Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team. 

• Unafraid of change. The market we're in is changing rapidly and we thrive in this ever-evolving environment. 

• Growing fast. You’ll have a lot of autonomy and impact as we grow.