Customer Success Manager, Europe

Modash OÜ

15h • Remote

About The Position

The Head of Customer Success at Modash is seeking a Customer Success Manager to join their growing, remote-first team in Europe. Customer Success is a core function at Modash, guided by the "Customers and Creators First" value. The role involves partnering with customers to ensure successful influencer programs using Modash, by aligning on goals, building plans, conducting regular check-ins, and integrating Modash into their workflow for clear, repeatable influencer marketing. The team is remote-first, with members in Tallinn, Estonia, Toronto, and other parts of Europe, covering European and North American time zones.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
• Clear communication skills in writing and on calls, capable of writing easy-to-follow and helpful recaps and emails
• Organized and good at follow-through, able to manage many accounts without issues
• Proactive in thinking ahead and building plans with customers, rather than only reacting to problems
• Ability to learn quickly and become a Modash product expert fast
• Strong English skills, both written and spoken
• Takes ownership and finds ways forward when encountering roadblocks
• Comfortable working in a fast-paced, changing startup environment

Nice To Haves

• Experience working with influencer marketing teams, e-commerce brands, or in the creator economy
• Familiarity with Shopify brands and how e-commerce teams work day to day
• Experience with common CS and billing tools (e.g., Vitally, Intercom, Stripe)

Responsibilities

• Build and maintain a clear success plan for each account (goals, next steps, progress checks)
• Run regular calls with customers, primarily in European timezones
• Drive adoption of Modash features including Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking
• Own the expansion process end-to-end, from identifying needs to shaping proposals and securing upgrades
• Own renewals and coordinate invoicing with Finance
• Keep portfolio organized by writing clear recaps after interactions and maintaining Vitally up to date
• Run a strong Sales to CS handover and align on goals for new customers for the first 30–90 days
• Run onboarding calls to understand new customers' teams and workflows
• Help new customers set up Modash (campaigns, integrations, and tracking)
• Help new customers achieve first value quickly (e.g., first creators found, first outreach sent, first campaign tracked)
• Send clear action plans and recap emails with owners and timelines to new customers
• Act as the main bridge between customers and Product, bringing customer problems to Product and helping shape future builds
• Connect relevant customers to Product for deeper discovery, feature testing, and early feedback
• Coordinate with Sales on handovers and expansion opportunities
• Work with Support to escalate and resolve technical issues
• Collaborate closely with Marketing to build customer-facing resources (guides, webinars, templates) and ensure customer engagement with them

Benefits

• Flexible working hours
• Very strong compensation package (salary + stock options + bonus)
• Unlimited paid vacation time
• Fully remote working (work from anywhere with a reliable internet connection)
• Personal development support (company covers courses, books, or conferences for upskilling)
• Ownership and autonomy to make decisions and try new ideas without unnecessary red tape

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees