UpSkill is a recruitment agency ready to go the extra mile in order to help candidates find the best possible job opportunity. Our team of experts is well-versed and experienced in consulting and providing long-term HR support.

We believe that being friendly is the best policy, thats why we are eager to help you through the whole lifecycle of recruitment. Our team comes with 15 years of recruitment experience behind its back. At any given moment, we can offer multiple opportunities from different companies in need of a wide variety of talent.

If you are interested in starting a new job, we will present you with multiple opportunities, will be there to answer all your questions, help you prepare for interviews and tests, provide essential feedback and even guide and support you through the process of recruitment all the way up to the first day at your new job.

Our current client is a global Fin-Tech leader dedicated to providing innovative, affordable and smart payment solutions which empower businesses of any types and sizes to accept payments fast and securely. On their behalf, we are looking for an Customer Success Manager to join their dedicated team in Sofia or Varna and play a key role in building and maintaining the core part of their technologies.

Responsibilities:

• Oversee a multi-language team of Customer Success Agents, ensuring a proactive approach to customer service; Prepare and refine scripts, set performance targets, and implement best practices to enhance agent effectiveness; Track and analyze KPIs and performance metrics to drive continuous improvement in team outcomes; Provide coaching, feedback, and training to empower team members and foster a high-performance culture;
• Develop and implement strategies to minimize customer churn and maximize retention;
• Identify opportunities for product upsell and cross-sell, leveraging customer data and insights; Collaborate with agents to execute upsell strategies and ensure customer satisfaction;
• Leverage data-driven insights to anticipate customer needs and design personalized service strategies;
• Partner with Marketing, Sales, Product, Data Analyst and Customer Support teams to align strategies and enhance customer offerings;
• Serve as a customer advocate to influence product development and marketing initiatives; Share customer feedback and insights to drive continuous improvement in products and services;
• Design and implement proactive customer engagement frameworks to ensure seamless service;
• Develop processes and tools to improve the overall customer journey and enhance satisfaction;
• Identify and resolve escalations, ensuring a positive resolution and relationship preservation.

Requirements:

• Proven 5+ years experience in Customer Success, Customer Service, or Account Management roles;
• Strong track record in churn prevention, upselling, cross-selling or similar initiatives;
• Data-driven mindset with a solid understanding of customer analytics and KPIs;
• Strong communication, scriptwriting, and presentation abilities;
• Proficiency in using CRM tools, customer success platforms, and AI-driven analytics tools;
• Ability to work cross-functionally with diverse stakeholders;
• Strong problem-solving skills and customer-first mindset;
• Opportunity to work at the intersection of customer service and cutting-edge analytics;
• Lead a high-performing, customer-centric team;
• Collaborate with a dynamic and diverse team across various departments;
• Drive meaningful impact through customer success and retention strategies;
• Excellent English knowledge (C1 level);
• Proficiency in additional languages would be an asset.

The company offers:

• Excellent career development opportunity in a leading company on the market;
• Attractive compensation package;
• 25 days annual paid leave (+1 day per year up to 30);
• Full Luxury package health insurance including dental care and optical glasses;
• Meal vouchers of 200 BGN per month;
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia);
• Free coffee, snacks and drinks at the office.

If you meet the above-mentioned criteria, don't hesitate to apply! We welcome the opportunity to learn more about you! Please send your CV in English. Please note that only shortlisted candidates will be contacted. License 2826. We will treat your application with full confidentiality!