Customer Success Manager

🏢 Team: Sales

📍 Location: Remote

⏳ Employment Type: Full-time

Eleken was founded to improve the design services of SaaS companies. We focus on delivering high-quality, user-centered designs that help businesses scale and succeed. Unlike traditional agencies, we work on a subscription-based model, providing dedicated design teams that seamlessly integrate into our clients’ workflows.

We’re looking for a Customer Success Manager who will help us build strong, long-term relationships with our clients. Your role will be to keep clients engaged, supported, and confident in working with Eleken, while spotting opportunities for growth and retention.

• Stay in touch with active clients and ensure a smooth collaboration

• Run quarterly NPS calls to collect qualitative feedback

• Collect testimonials and reviews on platforms like Clutch and LinkedIn

• Conduct exit interviews when clients leave

• Control the invoicing process and ensure timely payments

• Spot risks early and coordinate with the internal team

• Keep a friendly yet professional tone, and know when to gently push (especially when feedback or payment is overdue)

• Reconnect with past clients, keep the relationship warm

• Identify expansion or return opportunities

• Have 2+ years in B2B client-facing  roles (Customer Success, Sales, Account Management — ideally in tech or creative services)

• Fluent English (spoken and written communication with clients)

• Running discovery calls with clients: identifying business goals, needs, blockers, and risks

• Upsell / cross-sell skills 

• Familiarity with CRM systems and client communication tools (we use Slack, Notion, Attio)