Customer Success Manager – QRmaint

SINGU • Paris Township, MI

5d • Hybrid

About The Position

We’re looking for a Customer Success Manager to join SINGU – specifically to build the Customer Success function for QRmaint, a new product in the SINGU group, from the ground up. Today, QRMaint has no formalised CS process – and that’s the opportunity. You’ll start as an individual contributor: first design and prove the process (segmentation, health scoring, retention playbooks, contact cadence), then, once it’s working in practice, build and lead a team around it. QRmaint is a recent acquisition within the SINGU group, so you’ll be shaping the CS function of a product still finding its place within a fast-scaling international group. You’ll own the entire portfolio – around 860 customers and roughly 10.5M PLN in ARR – accountable for retention, renewals, and expansion. It’s a role for a commercially sharp operator who’s built process and/or team from scratch before, is comfortable owning revenue numbers (not just satisfaction scores), and thrives in scale-up ambiguity. If you want a defined playbook handed to you, this isn’t it. If you want to write the playbook, read on. There’s a clear path from individual contributor into team leadership as the function matures. This is a hybrid role – 2-3 times from office per week – Cracow or Warsaw.

Requirements

• Customer Success experience in B2B SaaS – this is essential. You’ve owned customer relationships and outcomes in a SaaS environment.
• A documented track record of building process and/or team from scratch – the single most important requirement, because that’s exactly what this role is in its first phase. You’ve stood something up before, not just run something that already existed.
• Ownership of revenue metrics – real experience being accountable for renewals and upsell numbers, not only relational or satisfaction-based measures. You’re comfortable owning a number.
• Comfort with international customers – English at C1 minimum.
• Self-starter energy – curious about how customers work, proactive about creating motion rather than waiting for it, and disciplined enough that nothing slips across a large portfolio.

Nice To Haves

• CMMS, maintenance, or industrial domain knowledge – a strong plus. Familiarity with maintenance operations, industry, or CMMS/CAFM tools will help you get up to speed fast. Strongly preferred, but not a dealbreaker.

Responsibilities

• Build the CS process from zero – design and stand up the fundamentals: portfolio segmentation, customer health monitoring, early churn-risk detection, and a standard set of intervention playbooks. This is the core of the role in its first phase, and where your prior experience building process from scratch matters most.
• Own retention and prevent churn across the whole portfolio – you are the owner of the retention and churn-rate numbers for all ~860 QRMaint accounts. Spot warning signs early and intervene before they become renewal problems.
• Own renewals, upsell, and expansion revenue – this role carries a genuine commercial component, not just a relational one. You’ll be accountable for the renewal and expansion numbers, identifying commercial potential across the book and converting it.
• Prove it, then scale it – once the process is stable and validated in practice, recruit and build a CS team around it, and step into a leadership role as the function grows.
• Segment and prioritise – use value, risk, and growth potential to decide where your time goes across a large book of accounts, many without prior CS coverage.
• Channel customer insight back to the business – route product feedback, support patterns, and trends to Product, Support, and Leadership.
• Keep the data reliable – maintain accurate CRM and customer-health records the wider business can trust.

Benefits

• Real ownership of a customer portfolio and a commercial target – you’re not inheriting someone else’s process, you’re building it and the team behind it.
• A collaborative, no-micromanagement culture with honest, open feedback – we work as equals, share what didn’t go well, and improve together.
• Part of a fast-scaling international group – redefining how real estate and maintenance are managed across Europe, with QRMaint as a distinct, growing product within the portfolio.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed