Customer Success Manager

Position Overview

• Location Type: Remote
• Job Type: Contract
• Salary: €40,000-60,000 + commission + equity

Sama is a B2B platform that enables employers to provide hyper-tailored development through unlimited professional coaching—right from a user-friendly app. At Sama, we’re on a mission to empower people and create workplaces where everyone can flourish. Sama is a purpose-driven, fast-growing company on a mission to tackle the $9 trillion employee engagement challenge. With trust from top-tier clients like Vinted, EQT, CVC and IFRS. Come join our amazing team working to elevate the corporate environment by allowing employees to be their best productive selves. We’re building the future of work! Ready to be a part of a team of highly motivated individuals who think like owners and are on a mission to consistently deliver amazing experiences? Read on.

Your Mission

• Driving success and retention: Help clients achieve their goals, maximize their ROI with the platform, and ensure every interaction leaves them delighted and empowered. Communicate strategic impact at all levels of the client’s organization.
• Building relationships: Become the go-to contact for clients, fostering strong, long-lasting partnerships.
• Innovation and growth: Identify upsell opportunities and collaborate with the sales team to drive revenue and expand reach. Participate in product development.

Day-to-Day Responsibilities

• Focus on achieving the north star metric (monthly active users) and reach retention targets.
• Onboard new customers by facilitating demos and training around the product.
• Design success plans for each client with clear KPIs and engagement objectives.
• Manage customer relationships and be the go-to point of contact for clients across the business.
• Strategically communicate business impact relevant to different stakeholders of the client.
• Actively monitor customer engagement.
• Regularly review data and analysis with clients to identify ways to develop and grow usage/adoption of the platform.
• Lead quarterly and annual business reviews with each client.
• Identify upsell opportunities and liaise with the sales team to leverage cross-sell opportunities.
• Collaborate and share customer insights cross-functionally with Marketing, Product, and Sales to drive growth.

Requirements

• A minimum of 5 years’ experience in either an HR or Customer Success role.
• Experience working with multiple stakeholders within clients.
• Strong business acumen and fluency in business jargon.
• Experience as a freelancer or working in a start-up.
• Experience using CRM (HubSpot preferable), with an understanding of utilizing technology platforms to drive automation and scalability.
• A commercially driven mind who can spot opportunities for growth and development in accounts.
• Strong ability to set, meet, and exceed KPIs and performance goals.
• Great judgment.
• Verbal and written fluency in English and French.

About You

• You have an entrepreneurial mindset and are autonomous.
• You’re able to work in an environment with limited structure and processes.
• You’re excited to tackle new challenges head-on.
• You’re extremely curious.
• New opportunities and potential challenges excite you.
• You have a bias for action—you're a doer.
• You’re open, trustworthy, and committed.
• You’re a team player.

Benefits

• €40,000-60,000 + commission + equity.
• Remote work.
• Plenty of room for growth as the team grows.
• Access to your professional coach via the app.
• Regular training and development.

Why Join Us?

• You want to join a startup that has a positive impact on the world.
• You share our values:
  • Adaptable: Creativity, flexibility, and efficiency in responding to challenges.
  • Strive for Greatness: Pushing ourselves to deliver.