Customer Success Manager EMEA (m/w/d)

Storyly is an AI-powered content experience platform that gives brands social content experiences on their apps and websites. The Customer Success Manager works with global scale brands and app owners to get the best out of Storyly features, creating content strategies, analyzing content performance, and working toward churn reduction and customer satisfaction.

Responsibilities

Own the end-to-end post-sale relationship for a portfolio of ecommerce, fintech and betting companies from onboarding through renewal and expansion; Lead onboarding calls and dashboard workshops to get new customers to first value fast; Monitor account health and usage data to catch churn risk early, and act on it before it escalates; Build content and engagement strategies tied to each customer's goals, using Storyly's widgets, placements, and AI-powered Flows; Run regular business reviews that connect product usage to measurable outcomes such as conversion, retention, AOV; Own renewals and identify expansion opportunities, negotiating commercial terms directly; Partner with Product, Engineering, and Support to resolve technical issues and represent customer feedback in the roadmap; Turn strong customer outcomes into case studies, references, and reviews; Represent Storyly at local relevant events, visit customers when necessary or beneficial

Requirements

3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company; Demonstrated ownership of commercial outcomes such as renewals, upsell, negotiation; Proven success with mid-market or enterprise accounts, ideally in e-commerce, retail, fintech, betting or mobile-first products; Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them; Track record of working cross-functionally with Product and Engineering to close customer issues; Able to travel customer offices and events, around 10%; Native or professional level communication skills in English and in Hebrew

Nice to have

Experience in mobile commerce, retail media, or in-app engagement platforms; Familiarity with CS tooling like Salesforce, Custify, or similar; Experience in verticals such as e-commerce, finance, and utility; Experience in the loyalty sector