Senior Manager, Customer Success - Poland

📋 Description

• • As the Senior Manager, Customer Success for the Scale segment in Poland, you will be instrumental in establishing and leading our foundational customer success operations within the region. This pivotal role is designed for a leader who is deeply committed to a people-first approach, possesses exceptional execution capabilities, and thrives on scaling complex processes for a global audience. You will be the primary leadership presence for our Poland hub, acting as the local anchor for Optro’s culture and playing a strategic part in building our brand and operational footprint in the Polish market.
• • You will directly manage, coach, and mentor a team of Customer Success Managers (CSMs) based in Poland. Your leadership will be crucial in fostering their professional development, ensuring they acquire deep GRC domain knowledge, understand diverse product use cases, and master the operational skills required for the "Scale" customer segment. This involves conducting regular one-on-one meetings, shadowing customer calls to provide constructive feedback, and guiding your team to achieve ambitious retention and expansion targets.
• • A key aspect of your role will be to drive the recruitment and onboarding of new CSMs. You will be responsible for attracting top talent and implementing a comprehensive training program that equips them with the necessary GRC expertise, product knowledge, and specific "Scale" operational competencies. Your efforts will ensure the team is well-prepared to support our global customer base effectively.
• • You will serve as a vital link between our US-based Scale team and your Poland-based team, co-owning the global execution of the Scale customer success motion. This collaborative effort requires you to translate high-level digital-led strategies and playbooks into tangible, effective actions for the Scale customer base worldwide.
• • A significant part of your responsibility will be to identify and adapt global programs to local and regional nuances. This includes understanding specific requirements like GDPR, international audit standards, and local workflows, ensuring that our customer success initiatives resonate deeply with Scale customers across different geographies.
• • You will champion operational excellence by closely monitoring team dashboards and identifying "at-risk" customers through tech-touch triggers. Your team's ability to intervene effectively and proactively will be critical to maintaining high customer satisfaction and retention rates.
• • Acting as the voice of the Scale customer, you will establish a robust feedback loop. You will partner closely with the global Scale/Digital and Product teams to share valuable insights derived from customer interactions. These insights will be crucial for improving the global digital customer journey and informing product development.
• • You will directly own key business metrics for the Scale segment, including Gross Retention Rate (GRR) and lead generation targets. Your strategic leadership and operational discipline will directly impact the company's growth and customer loyalty.
• • Beyond operational responsibilities, you will be a culture carrier for Optro in Poland. You will foster a high-energy, collaborative, and inclusive team environment that embodies Optro’s global values. This involves building a strong sense of community and shared purpose within the Poland hub.
• • This role offers a unique opportunity to build and shape a critical function within a rapidly growing, market-leading SaaS company. You will have the autonomy to define processes, build a team from the ground up, and make a significant impact on Optro's global customer success strategy. Your ability to bridge cultural and operational differences between regions will be key to your success.
• • You will leverage data and analytics tools such as Gainsight, Salesforce, and Tableau to track team performance, monitor customer health, and identify areas for improvement. A data-driven approach is essential for optimizing strategies and ensuring accountability.
• • Your leadership will extend to ensuring your team can effectively guide customers through complex GRC workflows and ROI conversations, demonstrating the tangible value Optro provides. This requires a strong understanding of the GRC landscape and the ability to translate technical features into business benefits.
• • You will contribute to the strategic direction of the Scale customer success motion, working with cross-functional teams to refine and enhance our approach to serving this vital customer segment. Your insights will help shape the future of customer success at Optro.
• • This role is ideal for a leader who is passionate about developing talent, driving operational efficiency, and building strong customer relationships in a dynamic, fast-paced environment. You will be at the forefront of Optro's expansion into new markets and the continued success of our Scale customer segment.