Customer Success Manager (Remote) Poland/Romania

Quick Highlights

• Role: Join Richpanel, an AI-first Customer Service Platform disrupting the $400B BPO market.
• Reports to: CEO
• Stage: Team of 20. Primarily based in Bangalore, India. We have couple team members in USA and Europe
• Growth: Raised seed round from Sequoia and profitable with over 2,000 US-based brands
• Location: Remote. Poland.
• Shift Schedule: Rotating shifts with 2 days off
• 2pm - 11pm Poland Time (or 3pm-12am Romania Time)
• Compensation:
• For Poland: PLN 10,000/mo + 20% performance bonus
• For Romania: RON 9,000/mo + 20% performance bonus
• Team: You'll be part of our customer success team providing 24x7 coverage
• Why now: Our customer base has grown significantly, and we need exceptional Customer Success Managers who love AI, are naturally curious, and are passionate about helping customers. The CSM will be our AI and product expert who understands customers' unique needs and sets up the product for success. They will be the go-to person customers reach out to for any kind of help. They'll work closely with tech and product teams to help shape the product roadmap and future.

You'd be a fit if...

• You thrive in roles where your work has direct customer impact and you excel at creative problem-solving.
• You have 2+ years of experience in customer success or a related role.
• You enjoy using new tech products and AI. You find unique ways to automate & speed up your work.
• You’re a quick learner who can master our platform’s 100+ features and integrations.
• You’re proactive about identifying customer pain points and improving processes to prevent future issues.
• You value ownership, take pride in delivering high-quality work, and can manage your responsibilities with minimal supervision.

Key Responsibilities

• Onboard customers by configuring the product to their unique use cases, provide agent training and helping them make the most of the product.
• Be the product expert our customers reach out to via slack, live chat and zoom calls. Your focus will be first-contact resolution.
• Identify patterns in customer issues and work with the engineering team to resolve root causes.
• Develop 10 new knowledge base articles monthly to enable customers to troubleshoot common issues independently.
• Conduct 10 proactive account health reviews monthly, identifying opportunities for increased product adoption and customer success.
• Collaborate with the product and engineering teams to suggest and prioritize improvements that enhance the customer experience.
• Build strong relationships with customers by clearly communicating solutions and ensuring their long-term satisfaction.

What Success Looks Like

• Maintain 90%+ CSAT score
• Average first response time under 5 minutes
• Become a product expert in the first 30 days.
• Consistently create articles & video demos for our help center
• Identify and document 5+ product improvement suggestions monthly

Why Join Our Support Team

• High-Impact Role: Direct influence on customer satisfaction and product adoption
• Growth Opportunity: Learn from a rapidly scaling product with complex use cases
• Technical Challenge: Master a sophisticated B2B SaaS platform
• Career Development: Opportunity to grow into senior technical or leadership roles
• Collaborative Environment: Work closely with product and engineering teams

Why work at Richpanel

• Opportunity for Impact: If you want to make a significant impact at a high-stakes startup and have a front-row seat to rapid growth, this is the place for you.
• Autonomy: You are your own boss and will be given a ton of autonomy and freedom to execute. We have a huge budget for marketing which you’ll own.
• Fun & motivated co-workers: One of the best things about working at Richpanel is the team. We hire driven, down-to-earth, and kind people. You'll make some of your best friends here, and they'll encourage you to be your best self.
• Wealth creation: We are already generating a few millions in ARR, are profitable, and have turned down a Series A offer. Our mission is to create opportunities for our team members to build long-term wealth by awarding them ESOPs at fair valuations with significant upside potential.

Our Core Values

We look for and nurture these values in every team member:

• Customer obsession: Always do what's right for the customer. Don’t be pushy. Sell the way you’d like to be sold to.
• Curiosity:
• We value individuals who are passionate about their field and eager to learn and grow.
• We value those who stay current with industry trends and continuously improve their skills.
• We value people who ask thoughtful questions and challenge existing norms.
• We are wary of individuals whose skills or mindset have become stagnant.
• Drive:
• We value people who are self-motivated and push through challenges to achieve results.
• We value individuals with a track record of consistent achievement.
• We value those who see this job as a pivotal opportunity to succeed in their career.
• We are cautious of individuals from highly successful companies who may not have faced real challenges.
• Ethics:
• We value people who consistently do the right thing, even when it's difficult.
• We value honesty and integrity in all interactions.
• We value individuals who demonstrate transparency and accountability.
• We prioritize those who put customer interests first and take ownership of their actions.

Perks and benefits

• 25 paid days off annually.
• Annual offsite & quarterly outings. We pay for travel, stay, everything.
• Learning & development allowance.

Interview Process

We aim to complete the interview process within two weeks:

1. Initial screening call (Experience and technical background discussion)
2. Technical assessment (Product knowledge and problem-solving evaluation)
3. Mock support session (Communication and troubleshooting skills assessment)
4. Final round with Head of Support and key stakeholders

To apply:

Send an email to amit@richpanel.com with the subject line: [your name] x CSM at Richpanel

And send a response to these 5 questions:

1. Why do you believe you are the right fit for this role?
2. What metrics were you responsible for in your last role, and what was your performance vs team average?
3. Tell me about a time when you noticed a pattern in customer issues and took initiative to prevent future problems. What was the outcome?
4. What's the largest number of concurrent customer issues you've handled while maintaining quality? How did you manage this?
5. Please create a 2-minute Loom video acting as a Richpanel CSM who just received a customer handoff from sales. In this video:
1. Introduce yourself and your role as their dedicated Point of Contact
2. Briefly explain how you'll help them get the most value from Richpanel's customer service platform.
3. Outline your onboarding plan, including:
• Key milestones in their implementation journey
• How you'll help them set up essential features (ticketing, automation, integrations)
• Timeline expectations
• What you need from their team
• How you'll ensure their team is properly trained