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Customer Success Manager - Czech Republic

June 6, 2026

About Your Role: We are seeking an experienced and results-oriented Customer Success Manager (CSM) to own, manage, and strategically grow a dedicated portfolio of our most valued customers. As a CSM, you will be the primary, trusted advisor responsible for driving product adoption, ensuring clients achieve measurable Return on Investment (ROI), and securing high-value renewals and expansions. This is a high-impact, client-facing role requiring a proactive approach, deep strategic thinking, and a proven ability to manage complex relationships within a fast-paced Software as a Service (SaaS) environment. You will play a critical role in strengthening our market presence by transforming satisfied customers into strong advocates and partners. This is a remote position.Who You Are: <ul><li style="list-style-type:disc;">A Proven Professional: You have a minimum of 2 years of hands-on experience as a Customer Success Manager or in a similar strategic account management role within a B2B SaaS company.</li><li style="list-style-type:disc;">Strategic Relationship Builder: You are a skilled executive communicator who can develop deep, trust-based relationships with key stakeholders, including C-level executives and decision-makers.</li><li style="list-style-type:disc;">Value and ROI Focused: You are adept at identifying a customer's core business challenges and mapping our platform's capabilities directly to their measurable business outcomes.</li><li style="list-style-type:disc;">Growth Driver: You have a track record of driving higher net retention by identifying, scoping, and closing upsell and cross-sell opportunities within your assigned accounts.</li><li style="list-style-type:disc;">Data-Driven: You use customer usage data, health scores, and business metrics to inform your strategy, proactively address risks, and confidently present your findings in formal Executive Business Reviews (EBRs).</li></ul> Your Typical Day:<ul><li style="list-style-type:disc;">Strategic Account Ownership: Own the entire customer lifecycle for a dedicated book of business, from post-sales onboarding through renewal. Develop and execute detailed Customer Success Plans focused on business outcomes.</li><li style="list-style-type:disc;">Executive Business Reviews (EBRs): Prepare and lead quarterly or semi-annual EBRs with customer leadership to review strategic goals, demonstrate realized value and ROI, and present recommendations for maximizing future success.</li><li style="list-style-type:disc;">Risk Mitigation & Renewal: Proactively monitor customer health and adoption metrics. Lead all commercial conversations, including managing the entire renewal process (forecasting, negotiation, and closing) to secure long-term contracts.</li><li style="list-style-type:disc;">Expansion & Revenue Growth: Work closely with the Sales/Account Management team to identify, qualify, and build business cases for expansion opportunities (upsell/cross-sell) within your portfolio, driving increased Annual Recurring Revenue (ARR).</li><li style="list-style-type:disc;">Product Expertise & Advocacy: Maintain deep expertise in our platform and its use cases. Capture and synthesize critical customer feedback to influence internal product direction and champion successful customers for case studies and referrals.</li><li style="list-style-type:disc;">Schedule: The required working hours for this role are 9:00 AM–5:30 PM (GMT), Monday through Friday. Candidates must be willing and able to maintain this schedule on an ongoing basis.</li></ul> Experience: <ul><li style="list-style-type:disc;">Minimum of 2+ years of professional experience as a dedicated Customer Success Manager (CSM) in a B2B SaaS environment is mandatory.</li><li style="list-style-type:disc;">Proven ability to own and manage a high-value book of business, consistently meeting or exceeding net revenue retention and expansion goals.</li><li style="list-style-type:disc;">Excellent presentation, negotiation, and written communication skills, with comfort engaging with senior-level executives.</li><li style="list-style-type:disc;">Strong analytical skills with the ability to interpret data (usage, campaign performance, ROI metrics) to build compelling business cases.</li><li style="list-style-type:disc;">Expertise in working with Customer Success Management platforms (e.g., Salesforce, HubSpot, Marketo) and comfort with reporting and presentation tools (Google Sheets/Docs/Slides).</li><li style="list-style-type:disc;">Proven track record of managing and expanding accounts within Marketing and Sales orgs, demonstrating a deep understanding of their unique Ideal Customer Profiles (ICPs), KPIs (e.g., MQL-to-SQL conversion), and campaign lifecycles.</li><li style="list-style-type:disc;">Bachelor’s degree preferred in Business, Marketing, or a related field.</li></ul>What We Believe:<ul><li style="list-style-type:disc;">One Team - Everyone belongs here, and whether it's your first day or you're the CEO, your voice and ideas matter to us. By embracing the "One Team* core value, we can harness the power of collaboration to drive innovation, overcome challenges, and achieve outstanding results.</li><li style="list-style-type:disc;">Fuel Potential - Providing individuals with the necessary tools, resources, and support to enable their success and uplift their potential. We empower our team and lift them to higher levels of achievement, both personal and professional.</li><li style="list-style-type:disc;">Real Connections - It's a cluttered, digital world out there, but our connections are real. Personal connections matter, and we want to build real connections with our peers and customers.</li><li style="list-style-type:disc;">Unboxed Thinking - We encourage our team to think creatively and approach challenges from fresh perspectives. We believe that by encouraging and supporting diverse ideas, we can uncover innovative/groundbreaking solutions and deliver an exceptional product and experience.</li><li style="list-style-type:disc;">Customer Centric - We understand that our success depends on our customers' success, and we are dedicated to giving every customer that wow moment at every touchpoint. At the end of the day, our customers' satisfaction and happiness are our ultimate measures of success.</li></ul>What You'll Love:<ul><li style="list-style-type:disc;">Comprehensive Medical Plans - we’ve got you covered!</li><li style="list-style-type:disc;">Take-What-You-Need Time Off</li><li style="list-style-type:disc;">Lifestyle Spending Account</li><li style="list-style-type:disc;">Volunteer Time Off</li><li style="list-style-type:disc;">Birthday Time Off</li><li style="list-style-type:disc;">Generous parental leave benefits for both birthing and non-birthing parents</li><li style="list-style-type:disc;">Access to Employee Assistance Programs (EAPs)</li></ul>Who We Are:Sendoso is where you go to build something bigger than yourself. We’re a venture-backed company with multiple revenue streams, more than 500 customers and 15,000 active users, and tens of millions of dollars of funding. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. Ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...