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Customer Success Lead
- Prague
- By agreement
- Full time
- English (C1) and Czech (native)
We are looking for an experienced and results-driven Customer Success Lead to design and execute customer success strategies that enhance satisfaction, retention, and lifetime value. This role is key in transitioning from a Customer Care to a Customer Success model, driving operational efficiency and aligning local teams with corporate goals.
What is it about?
Strategic Leadership
- Lead the transformation to a Customer Success organization, including process setup, tools development, and KPI alignment.
- Bridge central and local Customer Success efforts to ensure consistency and impact across regions.
Customer Success Strategy
- Develop and implement strategies that drive customer engagement, onboarding, adoption, retention, and satisfaction.
- Develop and manage playbooks to support CS strategies
- Collaborate and align with Marketing, Product, Sales, and Operations to meet business objectives
Data & Insights
- Create and manage dashboards, automations, reporting
- Monitor customer metrics (e.g., usage, satisfaction, churn) to measure improvements.
- Provide regular performance reports and actionable insights.
Process & Tool Optimisation
- Implement best practices to continuously improve processes, CS frameworks/models
- Continuously improve workflows, onboarding, and support processes.
- Implement and manage customer success platforms and automation tools.
- Improve the Customer Success lifecycle to increase customer experience and satisfaction
Customer Engagement
- Support local teams in key account management, onboarding, training, and renewals.
- Identify upsell and cross-sell opportunities; manage escalations to prevent churn.
Localization
- Support the adaptation of strategies to local market needs, regulations, and customer expectations.
- Share best practices across countries and maintain playbooks tailored to customer segments.
Team Coordination
- Collaborate with regional Customer Success Managers and train teams on tools and best practices.
- Support the training and upskilling of local CS teams to strengthen consistency, confidence and execution quality across markets.
- Ensure alignment across functions for renewals, upsells, and satisfaction goals
KPIs & Reporting
- Monitor projects’ delivery in time, scope, quality and budget dimensions.
- Provide regular updates on team performance, customer success metrics, and strategic initiatives to senior leadership.
- Work with various tooling to support automations, dashboards and reporting needed for Customer Success (CRM, Pendo, Power BI, Bloomreach, etc)
Who are we looking for?
- Master’s degree or advanced degree
- Minimum of 5 years of business experience in Customer Success
- Proven track record of achieving customer experience results.
- Fluent English. One more language of the EU at a business professional level is a plus.
- Previous experience in logistics, transportation, or financial technology is a plus.
- Proficiency in CRM tools (e.g.MS Dynamics, Salesforce, HubSpot) and customer success platforms.
- Familiarity with customer segmentation is a plus
- Exceptional written, oral communication and presentation skills
- Able to balance strategic thinking with hands-on execution.
- Highly organized, structured and process-oriented, with strong attention to detail
- Excellent analytical skills and structured approach
- Active and effective approach to complex problem resolution and a customer-first mindset
- Responsibility, assertiveness, accountability, and effective time management
- Multi-tasker, high level of ownership, proactivity and execution discipline.
- Ability to perform in a multicultural environment
- Ability to work in a fast-paced environment and adapt to changing priorities.
Why is this position attractive?
- Work-Life Balance: Enjoy flexible hours, the option to work from home, 5 weeks of vacation, 3 health days, and an extra day off to celebrate our company’s anniversary.
- Benefits Package: Contribution to flexible benefits (Benefit Plus) that you can use for things like technology, multi-sport card, beauty, sports, travel, health services, or even pension contributions.
- Rewards & Development: Earn up to 1000€ for referring a new colleague, access over 5,000 courses, join online language lessons, and enjoy performance-based bonuses. You’ll also have a personal budget to choose courses or conferences that help you grow professionally.
- Supportive Environment: Take a day off to volunteer, use our free anonymous psychological counseling service, and enjoy access to our company’s products.
- Modern Workplace: Work in a comfortable office with ergonomic furniture, a sunny summer terrace, and plenty of perks like free coffee, tea, and fresh orange juice every day. Our office is pet- and kid-friendly, has no dress code, and offers a discounted on-site restaurant. You can also park nearby at a discounted rate.
- Community & Well-Being: Join in on philanthropy projects, where you can support a charity or non-profit organization of your choice with company-matched donations. Have fun at our team-building events, hackathons, Christmas parties, or summer celebrations.
- Diversity & Inclusion: We’re committed to creating a workplace where everyone feels welcome, with fair recruitment practices that offer opportunities to all.
Does that sound interesting?
Fill out the form below and our recruiter will contact you to discuss the details of this position.
