Customer Success Manager

Tidio

16d•Remote

About The Position

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too! Our Customer Success team is expanding. As a Customer Success Manager at Tidio, you’ll step into a dynamic and impactful role within our close-knit, international team of seven. Imagine yourself as the trusted partner for our European B2B customers, empowering them to unlock the full potential of Tidio and transform their businesses. In this role, you won’t just be managing accounts; you’ll be cultivating long-term relationships, becoming an expert in our product, and guiding clients toward success in a way that truly makes a difference. If you’re passionate about driving adoption, proactive in finding solutions, and thrive in a collaborative, fast-paced SaaS environment, this is your opportunity to shine. At Tidio, we value innovation, empathy, and celebrating every win, big or small. Join us, and together, let’s create success stories that leave a lasting impact.

Requirements

2+ years as a CSM in B2B SaaS, with a book you owned end-to-end.
A commercial mindset: you've measurably influenced retention, expansion, or churn in a previous role, and you can walk us through the numbers with specifics.
Technical curiosity to own the product yourself; you’d rather tinker and understand how something actually works than route the question to engineering or support.
English at C1.
Hands-on experience with a customer-success platform (Totango, Gainsight, ChurnZero, or equivalent), building your own automations and workflows.
A good understanding of industry-standard KPIs (churn rate, retention rate, net dollar retention).
Experience running QBRs and executive conversations with stakeholders up to VP level.
The ownership reflex. You take the uncomfortable call, bring the bad news, and close the loop without being asked.

Nice To Haves

Ability to leverage AI tools for automation and pipeline management

Responsibilities

Own ~80 European, SMB and mid-market accounts ($300–$3,000 MRR each) end-to-end, from onboarding through every renewal.
Be personally accountable for your book's Net Dollar Retention.
Lead QBRs, executive reviews, and strategic calls with decision-makers from a head of support at a growing DTC brand to a founder at a B2B SaaS.
Own Slack channels for your most important accounts and respond within SLA.
Identify expansion opportunities and close them yourself: price-anchoring, negotiating, and closing upsells without leaning on a sales rep.
Report on your book weekly: health, risks, actions, outcomes.
Surface strategic product and process feedback to our Product and Leadership teams, with specifics, not vibes.
Support the creation of outbound campaigns, emails, and enablement content that drive adoption and reactivation at scale across your book.

Benefits

Remote work model with flexible hours
26 days off guaranteed in a year.
Great development opportunities – company-supported courses and conferences.
Individual work tools—MacBook, Dell screen, JBL headphones? You can tailor the equipment to your needs!
Sport & wellness benefit (or its equivalent).
Private medical care.
Mental well-being program.
Free access to one of the most popular e-book/audiobook services.
Regular social events.
Budget for 1:1 English language classes.