Department: Customer Success
Based: Hybrid - Sofia Office (two days per week)

Where we are today

At Jiminny, we’re 6 years into our journey, with a deep understanding of what drives client success and also in a position where we’ve got a large enough volume of clients that we can segment our service by client size to provide the most impactful service to our clients. You’ll play a crucial role in guiding small-sized clients through their journey with Jiminny, ensuring they achieve their goals and maximize the value of our platform.

We’re looking for a Customer Success Manager to join our growing SMB Success team in Bulgaria. You will lead part of our SMB market client base from onboarding onto the Jiminny platform, through to getting the team adopted and feeling all the love for Jiminny.

Being a great CSM at Jiminny means having great passion for the product, being able to communicate its ever changing value to your clients and obsessing about the adoption within each client. If you recognise yourself in that statement, then carry on reading!

The attitude you embrace and would like to see in your colleagues:

• Filled with passion to deliver client experiences that leave a lasting impression and make them go ‘wow.’
• People who know you describe you as determined to succeed.
• Highly organised and focused, managing time effectively across multiple responsibilities.
• Thrive in a fast-paced environment, adapting effortlessly to change.
• Your natural curiosity and seeking for feedback is a driver for your growth.
• Optimistic attitude, inspiring and uplifting those around you is your inner nature.
• Consistently pushing forward despite obstacles.
• Enjoy solving complex challenges, and contributing to a collaborative and supportive environment.

What you will be responsible for:

• Retention Champion: Drive renewal and retention targets by ensuring clients continually see the value in their investment with Jiminny.
• Client Advocate: Deeply understand client goals and objectives, aligning the platform’s capabilities to meet their specific needs and drive their success.
• Trusted Partner: Be the go-to advisor for your clients, guiding them from onboarding through full platform adoption, ensuring their business objectives are met.
• Strategic Consultant: Dive deep into clients’ business challenges, offering tailored advice and insights that drive their success and position them to thrive in their industry.
• Relationship Builder: Strengthen client relationships with every interaction, ensuring satisfaction and creating long-lasting partnerships.
• Feedback Conduit: Gather and relay client feedback to our product team, driving product enhancements that meet the evolving needs of our clients.
• Risk Manager: Proactively identify potential risks and swiftly address issues to ensure client success and maintain high retention rates.
• Growth Driver: Spot opportunities for upselling, assisting clients in expanding their use of our platform, and delivering additional value.
• Team Collaborator: Work closely with the rest of the Customer Success team to continuously improve our approach and provide the best possible support to our clients.
• Organized Professional: Maintain up-to-date administrative records and reports, ensuring accurate and timely information management across your accounts.

Requirements related to the job role:

• Minimum of 2 years experience managing a high-volume of SaaS clients portfolio.
• You're comfortable using our platforms - Planhat, Intercom, Jira, Salesforce).
• You are proactive and hardworking - you’ll hunt out opportunities to make things and yourself.
• You know how to balance multiple client demands and find opportunity in the challenges.
• You excel at getting clients to connect with you and value your partnership.
• You’re extremely organized and can juggle multiple customers, tasks, and projects at once.
• You have a love of learning and enjoy an environment where developing each other is core to teams success.
• Advanced English (verbal and written).

What you will get from us:

• Work-life balance - 25 days paid vacation;
  
• Birthday day-off;
  
• Extra day PTO for service;
• Fully covered Multisport card;
• Supplemental health and dental care insurance package;
• Fantastic exposure to a smart team scaling at an incredible pace;
• Top end machinery (we run exclusively on Macbook Pros);
• Soft skills trainings and opportunity to develop your skills and learn new technologies;
• Regular team social activities & events;
• Employee option scheme;
• Quarterly meetings (business get together to go through numbers etc, dinner and drinks);
• Remote and flexible way of work (or an amazing office in Doctors Garden, Sofia if preferred);
• Refer-a-friend program;
• Volunteering day off;
• Co-working exchange programme;
• Wellbeing budget;
• Quarterly BeCurious Book benefit;
• Uniquely open and informal environment;
• Summer Fridays work 9h - 13h (Jun-Sept).