Senior Customer Success Manager

We are looking for an experienced Senior Customer Success Manager who will act as a true business partner for our clients - not just a caretaker. In this role, you’ll dive deep into clients’ businesses, understand their strategic goals, and help them grow by building long-term, trust-based relationships. You’ll be responsible for account growth, strategic advisory, and being the voice of the client inside our organization.

Senior Customer Success Manager to us is someone who is confident at the C-level, skilled in negotiation, and able to connect the dots between business, product, and technology.

• 7 years of experience in Customer Success / Strategic Account Management / Business Development in technology companies (software house, digital agency, SaaS, consulting).
• Strong background in digital products / mobile / software.
• Experience working with enterprise clients and corporate structures.
• Proven track record of account growth, upsell, cross-sell, and long-term client development.
• Executive presence and ability to handle difficult conversations while building trust.
• Strong business acumen – understanding client business models and linking projects to 12–24 month strategic goals.
• Excellent negotiation skills – driving win-win outcomes.
• Analytical and strategic mindset – turning data (financials, NPS, product success metrics) into recommendations.
• English C1/C2.
• Solid Excel skills and financial literacy.
• Curiosity, problem-solving mindset, ability to handle multiple threads without losing focus.

• Experience in strategic consulting, or roles like Product Strategist / Business Developer.
• International exposure – understanding cultural nuances in partnerships and negotiations.
  

• Each client has a clear, updated Account Growth Plan.
• At least one upsell/cross-sell opportunity per client per quarter.
• Forecasts and budgets are accurate and transparent.
• Clients see Droids On Roids as a long-term strategic partner for their business growth.

• You’ll work with top-tier international clients on strategic partnerships, not one-off projects.
• You’ll have space to influence how we build relationships with clients and set standards for Customer Success in our company.
• Opportunity to shape processes and strategy – we’re looking for someone who will raise the bar and show us new, more effective ways of doing things.
• A collaborative environment where your voice matters and your experience is highly valued.
• We’re looking for a specialist we can learn from - bringing fresh ideas, approaches, and ways of working.