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AI-first Customer Success Manager

Tidio
Contract type
Ongoing
Work mode
Remote · Europe
Experience
Mid-level · 2+ years

Job description

AI-first Customer Success Manager at Tidio, owning a book of ~80 European SMB and mid-market B2B SaaS accounts end-to-end, from onboarding through renewals and expansion. The role focuses on driving adoption of AI-native customer service products and being accountable for Net Dollar Retention.

At a glance

Employment
Employee or contractor
Work mode
Remote · Europe
Languages
English – C1, Ukrainian
Pay
PLN 10,000 – 13,300 / month

What you'll do

  • Drive customer growth through our AI-native products: Help customers leverage our solutions to achieve their business goals.
  • 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

What we're looking for

  • 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.
  • AI-first approach to work: You actively use AI agents in your own workflows and know how to help customers leverage them to drive their business growth.
  • 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 (Ukrainian is a plus).
  • 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.
  • High agency: enjoy figuring things out on their own, go deep on our product rather than pass technical questions to engineering, and feel comfortable respectfully pushing back when a customer's ask isn't quite right.

Nice to have

  • Ukrainian language

Your team

Customer Success

close-knit, international team of 5

Benefits

Great development opportunities - learn by solving real, high-stakes challenges on the job, supported by company-sponsored courses and conferences.

  • Be part of a Polish-founded company operating globally at the forefront of AI-powered customer service
  • An independent role with a strong impact on the company's growth.
  • Work in a small, flat structure, with real decision-making power and a shared passion for purpose-driven work.
  • Remote work model with flexible hours.
  • 26 days off guaranteed in a year.
  • 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.

How to get hired

  1. 1Video call with a recruiter about the position and the team.
  2. 2A Recruitment Task
  3. 3Final Interview with the Hiring Manager
  4. 4Offer and fireworks 🎉

Apply

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About Tidio

The customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch.

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our product is one of the world's leading AI customer service solutions.

Mission

Help entrepreneurs grow by making customer service more efficient while keeping it helpful.

Key facts

  • over 150
  • AI customer service software
  • Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1
  • We are among the Top 50 AI and Customer Service Products in G2's Best Software Awards 2024.
  • We currently rate at 4.7/5 in both Shopify and G2.
  • Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service!
  • Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
  • Currently, we hire over 150 fantastic people.
  • Polish-founded company operating globally

What they value

  • Play fair
  • Innovation
  • Empathy
  • Celebrating every win, big or small
  • High agency