Customer Success Manager (SaaS / E-commerce)

Quick Facts

• Customer Success Manager focused on e-commerce SaaS portfolios

Description

You’ll take ownership of a dedicated portfolio of Base.com customers and help them get maximum value from the platform. The role is proactive (not support-only): you’ll deeply understand client business goals, propose solutions with the implementation team, guide international and marketplace/channel expansion, and drive upsell/cross-sell opportunities while preventing churn.

Responsibilities

• Manage a portfolio of e-shops, brands, distributors, and enterprise clients
• Build and maintain long-term relationships with owners and top management
• Analyze client sales channels, processes, and expansion plans
• Identify customer needs and propose solutions with the implementation team
• Support expansion into new markets and the opening of new sales channels/marketplaces
• Create and monitor project plans for key client development
• Identify upsell/cross-sell opportunities (e.g., WMS, B2B, PIM, marketplaces, expansion, automation)
• Proactively prevent churn by monitoring satisfaction, product usage, and risks
• Coordinate with internal teams (Implementation, Sales, Support) to grow accounts
• Ensure customers understand the full product value and grow with Base.com; aim to become a trusted reference for clients

Requirements

• Experience from e-commerce
• Very good SaaS knowledge and technical literacy
• Ability to quickly understand complex products and their business benefits
• Project-oriented mindset and ability to turn goals into an actionable plan
• Excellent communication and professional conduct
• Native Czech/Slovak
• Communicative English
• Systematic, disciplined approach and strong results focus
• Ability to work independently in a remote setting
• Demonstrated experience in customer success/account management/key account care
• Demonstrated experience working with company owners and top management

Benefits

• Hybrid/remote collaboration and flexible working hours
• Occasional coworking sessions and offsite meetings
• Compensation: 60,000+ CZK based on experience, plus unlimited variable component tied to performance
• Annual budget: 30,000 CZK for development, training, or home office
• Cooperation via IČO; after onboarding, possible transition to HPP
• Opportunity to influence the strategic growth of a global platform
• Friendly, ambitious team with a sense of humor
• Real professional and geographic growth