Customer success manager

About us

Bidrento is a growing B2B PropTech SaaS company headquartered in Tallinn, Estonia. Our property management software helps landlords and property managers automate everyday processes including agreements, invoicing, payments, maintenance, reporting, tenant communication and much more.

We are looking for a proactive Customer Success Manager who will take ownership of our customers’ onboarding, adoption and long-term success with Bidrento.

You will work closely with our Head of Support, Product team and management to make sure customers are onboarded successfully, understand how to use Bidrento effectively and continue to get increasing value from the platform.

This is not a traditional support role. Your responsibility is to understand how the customer works, help them implement the right processes in Bidrento and make sure the software becomes an important part of their daily operations.

This role is a good fit for someone who:

• wants to be a trusted partner to customers, not only answer support questions
• enjoys helping customers successfully implement and adopt software
• can understand a customer’s business processes and translate them into a practical solution
• is comfortable working with data, customer usage and different business scenarios
• proactively identifies risks before they become problems
• enjoys training customers and explaining complex functionality in a simple way
• takes ownership of customer outcomes and follows things through to completion

Required skills:

• Experience in Customer Success, Account Management, SaaS implementation, onboarding or a similar B2B customer-facing role
• Previous experience with a SaaS or technology product is strongly preferred
• Native or fluent Estonian is a must
• Fluent English is a must, both written and spoken
• Strong analytical thinking and confidence working with numbers and business processes
• Experience managing structured customer onboarding or implementation projects
• Ability to manage several customers and projects simultaneously while maintaining attention to detail
• Strong communication and presentation skills
• Ability to explain technical topics in a simple and logical way
• Confidence running customer meetings, training sessions and product demonstrations
• A proactive mindset – you do not wait for the customer to tell you something is wrong
• Strong ownership and responsibility for customer outcomes
• Experience with CRM systems such as HubSpot, or the ability to learn quickly
• Comfortable working closely with Product, Engineering, Support and management

Beneficial skills:

• Some basic knowledge of the real estate management market
• General understanding of marketing automation

Your key responsibilities:

• You will be responsible for the onboarding, performance and happiness of our B2B customers
• Support free-trial customers and help convert them into paying customers
• Own customer retention with a goal of zero churn: identify risks early, drive adoption and make sure customers continue to get measurable value from Bidrento
• Working with the rest of the team to ensure efficient on-boarding of new clients, giving them a great experience from the beginning. Help to train and familiarize customers with our software during implementation
• Conduct periodic customer reviews. Work with our Product team to prepare and educate customers on new features and releases
• Help to identify customer technical issues to our QA engineering team
• Collaborate to help develop materials and resources to help scale our efforts to maximize customer value from our software (e.g. FAQs, teasers, infographics, videos, etc)

We offer:

• A proven international SaaS product used by customers across multiple European markets
• An opportunity to work with customers that manage everything from smaller portfolios to thousands of units
• A role where you can have a direct impact on customer success, retention and company growth
• Close cooperation with our Head of Support, Product team, Engineering and company founders
• A fast-moving environment where good ideas can be implemented quickly
• Opportunity to help shape and develop Bidrento’s Customer Success processes as we grow
• Strong career development opportunities as the company and customer base expand
• Performance-based compensation for strong results
• Sports compensation
• 3 paid health days per year
• Free parking
• Modern office in Tallinn

We are looking for someone who can support potential customers on their journey to becoming paying customers and then continue driving onboarding, adoption, retention and account growth. All of these areas are equally important and will be part of your day-to-day work.

The role requires regular office-based work in Tallinn and close cooperation with the team.

Send your CV and/or LinkedIn profile to natalja.napsep@bidrento.com.