Senior Customer Success Manager (Europe-based, Remote)

Trusted by over 5,000 customers and millions of users, Joomag is a digital publishing and content experience platform that helps companies easily create and deliver interactive publications from PDFs or templates. We provide in-depth analytics and behavioral insights to optimize your content strategy, drive reader engagement, and accelerate revenue growth.

At Joomag, our Customer Success Department plays a pivotal role in our organizational success. We view our customers not merely as clients but as valued partners in our journey to deliver exceptional services and innovative solutions. Our Customer Success team is dedicated to ensuring that each client receives the utmost attention, support, and guidance to maximize their experience with our platform.

As a Senior Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our mid-size and enterprise customers worldwide. You will be the primary point of contact, building strong relationships, and providing guidance and support to help our customers achieve their goals.

Responsibilities

• Act as a trusted advisor and advocate for customers, understanding their business needs and providing strategic guidance.
• Build and maintain strong relationships with key stakeholders, becoming their go-to person for any platform-related inquiries and issues.
• Ensure successful onboarding of new customers and conduct regular check-in calls to assess customer satisfaction and identify areas for improvement.
• Proactively identify opportunities to upsell and expand usage of our platform within customer accounts.
• Collaborate with cross-functional teams, including Sales, Marketing, and Product, to drive customer success and resolve any escalations or challenges.

• 5+ years of experience in a customer-facing role within the B2B SaaS industry, ideally as a Customer Success Manager or Account Manager.
• Proven track record of building and maintaining strong customer relationships and driving customer success.
• Excellent communication and presentation skills, with the ability to effectively convey complex ideas and solutions to both technical and non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to quickly understand customer challenges and find creative solutions.
• Experience working with CRM and customer success tools, such as Salesforce, HubSpot, or Gainsight.
• Passionate about technology and the impact it can have on businesses.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Self-motivated and proactive, with a strong sense of ownership and accountability.

Joomag Culture

At Joomag, we're more than just a team; we believe in creating an environment where each member feels like they belong and are valued. Our culture is built on mutual respect, shared learning, and celebrating both successes and learning from failures. As a part of our family, here’s what we expect from you:

• Demonstrate reliability։ Do your fair share of work hard and meet company milestones. Consistency is key!
• Be a team player: We build team synergy by fully committing to our work. You are expected to find ways to work together with different departments to solve complex problems.
• Share openly and willingly: Everyone at Joomag feels comfortable talking to one another and sharing their opinions. It is essential that you remain willing to share your knowledge and unique experiences so that other team members can learn from them.