Customer Success Manager (AI-Powered Affiliate Platform, iGaming)

About Scaleo

Scaleo is a leading SaaS platform that helps businesses build, manage, and optimize their affiliate marketing programs.

Our platform is trusted by thousands of users worldwide and processes millions of requests daily. We work with clients across Europe, the UK, the US, Asia, and Australia.

Our mission is to build a world-class SaaS product and become an industry leader. We take pride in delivering exceptional product quality and customer service, recognized by G2 with its High Performer award in Summer 2024.

We're looking for a Customer Success Manager who will take ownership of customer relationships, drive product adoption, and help our clients achieve measurable business results.

What You'll Do

• Customer Onboarding & Launch: Guide new customers through onboarding, platform setup, technical integrations, and successful product launches, ensuring a smooth experience and fast time-to-value.
• Product Adoption & Engagement: Build strong relationships with customers, provide product training, promote feature adoption, and help clients achieve their business objectives.
• Customer Retention & Renewals: Monitor customer health, proactively identify risks, resolve issues before escalation, and manage contract renewals.
• Account Growth & Expansion: Identify upselling and cross-selling opportunities, support account growth, and maximize customer lifetime value.
• Voice of the Customer: Collect customer feedback, understand their evolving needs, and collaborate with Product and Engineering teams to improve the platform and customer experience.
• Relationship Management: Act as a trusted advisor to customers, ensuring they receive ongoing value from Scaleo's products and services.

What We're Looking For

Must-have qualifications:

• Proven experience in Customer Success or a similar customer-facing role within an established B2B SaaS or IT product company.
• Experience working as part of a structured customer-facing team in a mature B2B product environment, rather than exclusively in outsourcing, agency, or basic software-tool businesses.
• Hands-on experience managing B2B customer relationships, understanding customer needs, and helping clients achieve measurable business outcomes.
• A proactive, customer-centric approach with a strong sense of ownership and accountability.
• Ability to anticipate customer challenges, identify potential risks, and resolve issues before they escalate.
• Strong communication, relationship-building, and problem-solving skills.
• Ability to work independently, manage priorities, and consistently follow through on commitments.

Nice to have:

• Experience managing the full customer lifecycle, including onboarding, implementation, adoption, account management, retention, and renewals.
• Experience in Affiliate Marketing, AdTech, or iGaming, particularly with:
  • Affiliate marketing software, tracking platforms, or affiliate management solutions.
  • AdTech platforms and advertising technology products.
  • iGaming operators in Affiliate Manager or Advertiser Manager roles.
  • iGaming platform providers in Account Manager, Partnership Manager, or Sales Manager roles.
• Experience identifying upsell and cross-sell opportunities within existing customer accounts.
• Experience collaborating with Product and Engineering teams to address customer needs and improve product functionality.

What We Offer

• Product-driven environment: Join an ambitious team building a globally recognized SaaS platform.
• Competitive compensation: Regular annual salary reviews.
• Flexible working arrangements: Work remotely or from our offices in Prague or Sumy.
• Paid time off: Flexible paid vacation and sick leave.
• Professional development: Company-funded learning and development opportunities.
• Team culture: Collaborative colleagues, team events, and a welcoming office environment with refreshments.

Why Join Scaleo?

At Scaleo, Customer Success is about more than answering questions or resolving support tickets. It's about building long-term partnerships, helping customers grow their businesses, and directly contributing to the success of our product.

You'll have the opportunity to work with international clients, influence product improvements, and take ownership of customer relationships in a growing SaaS company.