Customer success manager

Hi there! We’re excited to introduce you to Softsich — a fast-growing, ambitious company. You have a great opportunity to join us as a Customer Success Manager and grow together with our team!

What we expect from you:

• 2+ years of experience in Customer Support, Success Management, or LiveOps.
• Confident use of Jira, Confluence, Slack, or similar tools.
• Understanding of Helpdesk and configuration systems.
• Ability to think from the customer’s perspective: convenience, value, expectations.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to multitask effectively.
• English: Upper- intermediate.
  
   

Your responsibilities:1. Client onboarding

• Manage customer onboarding to the gamification platform.
• Set up accounts and access rights.
• Train clients to use the ticketing system (Jira Helpdesk).
• Configure gamification elements: events, LiveOps offers.

2. Client management

• Collect client feedback and analyze their needs.
• Adjust gamification settings based on feedback and reports from the product team.
• Prepare and present regular performance reports to clients.
• Collaborate with the product team to optimize configurations.
• Document changes and record optimizations.

3. Client support

• Handle tickets in Jira Helpdesk.
• Respond to client inquiries and manage expectations.
• Track SLA and client satisfaction (CSAT).
• Maintain and update the internal knowledge base.

Nice to have:

• Experience in the gaming industry, SaaS, or digital products.
• Knowledge of SQL / Amplitude / Mixpanel for data validation.
• Experience in writing documentation or training clients.
• Experience with LiveOps configurations.
• Working with spreadsheets, YAML/JSON.

What we offer:

• Competitive salary
• Remote-first culture or the option to work from our modern office in Warsaw
• Flexible working hours
• An incredibly supportive and friendly team — always ready to share, help, and collaborate
• 24 paid vacation days per year
• Paid sick leave
• Coverage for professional conferences and business travel expenses
• Personalized birthday greetings
• Online and offline team-building activities
• Company-wide celebrations

💡 Hit “Apply” — we’d love to get to know you better!