Customer Success Manager

Eleken

23d•Remote

About The Position

We’re looking for a Customer Success Manager who will help us build strong, long-term relationships with our clients. Your role will be to keep clients engaged, supported, and confident in working with Eleken, while spotting opportunities for growth and retention.

Requirements

2+ years in B2B client-facing roles (Customer Success, Sales, Account Management — ideally in tech or creative services)
Fluent English (spoken and written communication with clients)
Running discovery calls with clients: identifying business goals, needs, blockers, and risks
Upsell / cross-sell skills
Familiarity with CRM systems and client communication tools (we use Slack, Notion, Attio)
Discovery mindset — curiosity, ability to ask open and probing questions
Empathy and client orientation
Strong communication skills (clear, structured, diplomatic)
Initiative — suggesting improvements to processes
Organization and prioritization — managing multiple clients and priorities at once
Team collaboration — working effectively with sales and marketing

Responsibilities

Stay in touch with active clients and ensure a smooth collaboration
Run quarterly NPS calls to collect qualitative feedback
Collect testimonials and reviews on platforms like Clutch and LinkedIn
Conduct exit interviews when clients leave
Control the invoicing process and ensure timely payments
Spot risks early and coordinate with the internal team
Keep a friendly yet professional tone, and know when to gently push (especially when feedback or payment is overdue)
Reconnect with past clients, keep the relationship warm
Identify expansion or return opportunities