About the Role
As a Customer Success Manager at Cloud Office, you will be responsible for ensuring the long-term success and satisfaction of our existing customers. Your focus will be on identifying opportunities for cross-selling and upselling across our solutions. You will take ownership of the customer relationship, guiding them through onboarding, adoption, and ongoing value realisation.
This is an exciting opportunity to make a measurable impact on customer retention, revenue growth, and overall customer experience within a dynamic, fast-growing organisation.
What You’ll Do
- Identify opportunities to expand customer usage through cross-selling and upselling relevant solutions.
- Proactively monitor account health and usage trends to recommend optimisations and additional products.
- Collaborate with Sales to support expansion opportunities and renewals.
- Serve as the primary point of contact for existing customers, ensuring a smooth transition from Sales to Customer Success.
- Build strong, long-term relationships with key stakeholders to deepen engagement and satisfaction.
- Conduct regular check-ins, business reviews, and strategic conversations to understand customer goals and challenges.
- Maintain deep knowledge of cloud technology offerings.
- Stay informed on industry trends to provide strategic insights and help customers stay ahead.
- Act as a trusted advisor by recommending tailored workflows, features, and integrations.
- Partner with technical and support teams to address customer concerns, ensuring timely and effective resolution.
- Escalate critical customer issues while maintaining strong communication throughout the process.
- Work closely with Sales, Marketing, and Technical teams to deliver an exceptional customer experience.
- Track customer activities, health scores, and growth opportunities in the CRM.
- Prepare reports on customer satisfaction, expansion opportunities, and retention metrics.
What We’re Looking For
- Previous experience in Customer Success, Account Management, or post-sales roles (preferably in cloud solutions or SaaS).
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).
- Strong relationship-building, communication, and consultative skills.
- Sales-oriented mindset.
- Proven ability to manage multiple accounts while driving retention and upsell outcomes.
- Self-motivated, proactive, and comfortable in a fast-paced, customer-facing environment.
- Fluency in English and Bulgarian. Additional languages are a plus.
