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Описание: |
At Raccoon Gang, we position ourselves as a strategic Product Partner for our clients, moving beyond traditional software development to deliver long-term business value. We are currently evolving our customer success framework and are looking for a proactive, business-minded Customer Success Manager (CSM) to drive growth and product adoption across our key international accounts. As we are expanding and transforming this role, you will have a unique opportunity to help shape the Customer Success culture within the company from the ground up.
You will act as the ultimate bridge between our clients’ business objectives and our delivery capabilities. Rather than just managing reactive feature requests, you will deeply understand the client’s strategic goals, discover their operational bottlenecks, and translate them into value-driven product roadmaps. You will closely collaborate with a dedicated delivery team (including Tech Leads and Educational/Instructional Designers) to ensure that the software we build successfully achieves the client’s targets and drives product adoption.
Requirements:
• 2-3+ years of experience in IT Consulting, Account Management (with a strong product focus), or Product Management within service or product-led IT companies.
• Strong Product & Analytical Mindset: Ability to read product data, understand user adoption metrics, and look at software through the lens of business efficiency.
• Excellent Stakeholder Management: Confident in running high-level strategic business interviews with international clients, navigating resistance, and uncovering hidden operational needs.
• English: Advanced / Fluent (both written and spoken) is a strict requirement.
Will be a plus:
• Background or familiarity with E-learning / EdTech ecosystems or B2B SaaS operations.
Key Responsibilities:
• Strategic Audits & Roadmapping: Conduct deep-dive business discoveries with clients’ key stakeholders (COO, Directors, Product Owners) to map out their core business challenges and shape mid-to-long-term product strategies.
• Product Adoption & User Engagement: Look beyond the software release. Analyze post-launch user behavior, identify adoption blockers, and propose pro-active initiatives (workshops, UX improvements, focus groups) to maximize product usage and value for the client.
• Value Demonstration: Establish clear KPIs and metrics to measure feature success. Regularly present data-backed value reports to the client’s executive leadership, shifting the conversation from “tasks completed” to “business goals achieved.”
• Account Retention & Growth: Ensure high client satisfaction and retention by continuously uncovering new opportunities for product evolution and strategic support.
We offer:
• Remote work with flexible working hours.
• Paid vacation: 20 days per year.
• Paid sick leave: 15 days per year.
• Family leave.
• Compensation for English courses.
• Compensation for educational and sports activities.
• Compensation for psychologists.
• Internal lectures and knowledge sharing.
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