What you'll do:
- Lead and develop the Team: Hire, mentor, and manage a team of top-tier Technical Account Managers (TAMs) and Account Managers (AMs) to build a culture of accountability, innovation, and customer obsession.
- Drive key metrics: Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement, and revenue expansion.
- Optimize customer journeys: Partner with Sales, Marketing, and Product teams to design and refine customer onboarding, adoption, and expansion strategies tailored to the Polish market.
- Champion the Voice of the Customer: Proactively gather and share customer insights to influence product development and strategic initiatives.
- Leverage data and tools: Use AI and CRM tools (e.g., Salesforce, Gong) to identify at-risk accounts, mitigate churn, and uncover growth opportunities.
Ideally, you'll bring with you:
- Experience: 6+ years in customer success or account management roles, ideally in a SaaS environment.
- Leadership: Proven track record of managing teams with performance quotas tied to NRR (retention, customer adoption metrics, and ideally, expansion).
- Customer-centric mindset: Passionate about ensuring customers achieve their goals and driving measurable value.
- Adaptability: Comfortable navigating a fast-paced, dynamic environment, balancing high-level strategy with hands-on execution.
- Strategic relationship management: Exceptional ability to engage with enterprise customers, navigate complex stakeholder relationships, and drive consensus to achieve business objectives.
- Travel: Willingness to travel up to 10% of the time for customer meetings or team collaboration.
It'll be awesome if you have:
- AI product: Experience with AI-driven products/solutions.
- Market knowledge: Familiarity with the Polish landscape and customer success best practices in the region.
Top Skills
What We Do
Buying online should feel like walking into your favorite local shop: personal, friendly and easy. Zowie’s mission is to recreate offline shopping experiences online - but better.
We’re hiring! We’re growing fast, remote-first, and focused on winning as a team. Check out our open roles.
Zowie enables companies that sell online to deflect tickets using powerful automation technology, care for customers with omnichannel inbox and sell more using enhanced customer context. Zowie can act as your standalone customer service system or enhance your current tools like Zendesk, Intercom, Gorgias, and many others with automation technology.
- Free analysis of your automation potential | Know what you’re buying!
- Free omnichannel inbox | Get savings on tech.
- Tons of integration | Connect with Shopify, Magento, Klaviyo, Zapier and take your automation to the next level.
Use Zowie and…
1. Deflect up to 60% of repetitive questions in 4 weeks and cut resolution times by 67%.
2. Care – enables agents to resolve complex cases and increase CSAT by 12%.
3. Sell – detect buying intent and convert up to 40% more clients
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