Customer Success Manager

🏢 Team: Sales 📍 Location: Remote ⏳ Employment Type: Full-time Who we are 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. Why this position 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. Requirements What you’ll do: Customer Success 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 Client Communication 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) Retention & Retargeting Reconnect with past clients, keep the relationship warm Identify expansion or return opportunities What we expect: 🔧 Hard Skills 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) 🤝 Soft Skills Discovery mindset — curiosity, ability to ask open and probing questions Empathy and client orientation Strong communication skills (clear, structured, diplomatic) Initiative — suggesting improvements to processes