Customer Success Manager

What will you do

• Customer Ownership: Be the main point of contact for your portfolio of customers. Build strong, long-term relationships and ensure customers continuously see value from Scoro.
• Retention & Growth: Drive renewals, identify upsell and expansion opportunities, and work closely with the Sales team to support account growth.
• Customer Communication: Handle incoming customer requests via email, calls, and tickets. Proactively share updates, best practices, and relevant resources.
• Risk & Churn Management: Spot at-risk accounts early, create clear action plans, and collaborate with internal teams to reduce churn.
• Customer Insights: Gather customer feedback and insights, and share them with Product and other teams to influence improvements and roadmap decisions.
• Cross-team Collaboration: Work closely with Marketing, Sales, Product, and Support across different regions and time zones to deliver a consistent customer experience.
• Performance & Metrics: Be accountable for the results of your customer portfolio. Keep accurate data, run a consistent operating cadence, and track performance across NRR, upsell, cross-sell, and churn.
• Flexible Hours to Manage Your Portfolio: Ability to adjust and work across multiple time zones, supporting customers in Europe, Australia, New Zealand, and occasionally the US.

You’d be a great fit if you have:

• 2+ years of experience in Customer Success or Account Management, preferably in a SaaS company, owning customer relationships post-onboarding.
• Strong communication and negotiation skills to build customer relationships and support growth.
• Commercial acumen to own renewals, upsell, and retention conversations.
• Experience driving product adoption and long-term customer value.
• A data-driven mindset, with experience tracking customer health and success metrics.
• Ability to work independently while collaborating closely with Marketing, Sales, Product, and Support.
• Strong time management skills and the ability to manage multiple customer accounts.
• Confidence in presenting the product and explaining its value to different stakeholders.
• Fluency in English, both written and spoken.

Bonus points for:

• Experience with ZenDesk, PlanHat, or other customer success tools.
• Background in the agency sector.
• Sales or pre-sales experience to support customer growth.

Here’s What Awaits You at Scoro

• Possibility to Make an Impact: Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more.
• Stock Options Package: Be part of Scoro’s growth and share in our success.
• Health Benefits: Three paid medical days, option to choose between health insurance (or Stebby compensation for Estonian-based candidates), and mental health services.
• Hybrid Work: We don’t have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive.
• Annual Leave: Over 5 weeks of paid time off, with the freedom to use your vacation days flexibly, whether that’s a single day or a longer break.
• Loyalty Days: 1-5 extra holiday days per annum based on tenure.

• Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
• Community and Activities: Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities.
• Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
• Unique Company Culture:  A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on Instagram and Scoro’s Blog.
• Monthly Gross Salary: Depending on experience, the range is 2600-2800 euros before taxes, plus an additional quarterly bonus based on individual and team performance.

What happens next?

If you’re curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside.

Please know that at Scoro, we’re an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.