Customer Success Account Manager (B2B SaaS, SMB)

Join Livespace as a Customer Success Account Manager to own a portfolio of SMB accounts, focusing on retention, renewals, and expansion. You will operate with an Account Management mindset, prioritizing value realization and commercial outcomes.

We are a SaaS company enabling SMB success by helping sales teams worldwide achieve predictable growth through knowledge sharing and best practices with our process-oriented CRM.

Key Responsibilities:

• Own a book of business, hitting targets for Net Recurring Revenue, forecasting renewals, and managing risk proactively.
• Onboard and accelerate time-to-value, leading kickoffs, configuring processes, and driving early adoption.
• Run executive cadences, including QBRs, success plans, and stakeholder mapping.
• Drive expansion by identifying use-case growth, proposing packages, handling offers, and closing upsell/cross-sell opportunities.
• Lead day-to-day partnerships through advisory video calls, playbooks, and proactive support.
• Monitor health and usage, acting on signals, running adoption campaigns, and removing blockers.
• Be the voice of the customer, feeding insights to Product, Support, and Marketing, and documenting in Livespace.
• Educate customers at scale through webinars, how-tos, and short training sessions.
• Collaborate with Customer Success Account Managers to ensure a consistent customer experience.

KPIs:

• Net Recurring Revenue and churn
• Expansion MRR and renewal rate
• Health score coverage, risk detection, and resolution
• Customer Satisfaction and Net Promoter Score

About You:

• 2+ years in Account Management, Sales, or Customer Success for B2B customers, preferably owning renewals and expansions.
• Comfortable with targets, negotiations, pricing options, and light commercial/legal basics.
• Understand how sales teams operate, with a bonus if you have sold or supported sales organizations before.
• Native Polish and communicative English (B2).
• Confident with virtual training, tough conversations, and executive presence.
• Analytical and organized, with skills in forecasting, account planning, and documentation.

Nice to Have:

• Experience at a SaaS company serving sales teams.
• Building or running customer education programs.
• Automation experience with Zapier or Make.com.
• Familiarity with Livespace, Intercom, Jira, and Confluence.

What We Offer:

• 7,000–10,000 PLN net (B2B invoice) plus a monthly performance bonus tied to portfolio results.
• Monthly benefit budget for sports packages or other activities.
• Flexible work arrangements, including 100% remote or hybrid from our Warsaw office.
• Strong enablement and continuous learning opportunities.
• MacBook and necessary equipment for a great setup.
• Real ownership, low micromanagement, and space to test ideas.
• A supportive, down-to-earth team.