Customer Success Manager / Customer Success Associate Viseu

Customer Success Manager / Customer Success Associate
Viseu
Viseu, Viseu District, Portugal

About Slide
Speak

Slide
Speak is revolutionizing how consumers and businesses create presentations with AI. Since launching just 15 months ago, users have built 8 million+ decks and we've doubled revenue every quarter—all while profitable and bootstrapped. Legacy slide software hasn't innovated in decades;

our growth now depends on the exceptional people we hire.

We're a
- moving startup where creativity meets impact, building the future of AI-powered presentation tools that empower businesses to streamline operations and achieve scalable growth

Key Responsibilities

As both a B2C and B2B company serving hundreds of thousands of users, this role offers an exciting and varied experience spanning B2B customer success,
- volume B2C customer support, product development, and growth initiatives.

This is a foundational opportunity to build customer success processes and systems from the ground up while growing alongside our rapidly scaling
- you'll have the chance to define best practices, shape our customer experience strategy, and evolve with us as we continue our explosive growth trajectory

Customer-Centric Engagement

• Engage directly with customers to gather feedback and conduct product demos, ensuring our AI presentation solutions meet their specific needs and use cases
• Lead comprehensive onboarding processes for new customers, ensuring smooth implementation and quick
  -
  - value with Slide
  Speak's presentation tools
• Build and nurture
  - term relationships with key stakeholders at customer organizations, becoming their trusted advisor for presentation and AI workflow optimization

Proactive Customer Support Excellence

• Take ownership of customer investigations: When customers reach out with issues, proactively investigate their accounts through comprehensive analysis of presentation history, uploaded documents, chat histories, usage patterns, and session recordings before requesting additional information
• Act as the voice of the customer by identifying recurring pain points and escalating critical issues to product and engineering teams, ensuring customer feedback directly influences product priorities
• Deliver personalized,
  - centered support that moves beyond scripted responses to provide thoughtful,
  - aware assistance demonstrating genuine investment in solving customer problems
• Transform frustrated customers into advocates using deep investigation skills and empathetic communication to turn challenging support situations into positive experiences

Data-Driven Success Strategy

• Analyze usage data from Post
  Hog, database queries, and session recordings to derive actionable insights that drive product improvements and customer success outcomes
• Monitor customer health metrics and proactively identify
  - risk accounts, developing and executing retention strategies to prevent churn
• Track and report on key customer success metrics including adoption rates,
  -
  - value, and customer lifetime value

Product Strategy & Customer Advocacy

• Champion customer needs in product decisions by participating in sprint planning meetings and working closely with engineering to resolve systemic issues and prioritize development cycles
• Extract actionable product insights by turning customer complaints and refund requests into detailed product improvement opportunities
• Suggest features based on customer insights and work closely with our Chief Customer Officer to review and refine product designs and priorities ensuring alignment with customer needs
• Contribute to strategic planning of the product roadmap, analyzing pricing strategies and exploring potential business deals that enhance customer value

Revenue Growth & Expansion

• Convert support interactions into retention and expansion opportunities by using deep understanding of customer usage patterns to identify upselling opportunities during support conversations
• Collaborate with the sales team on upselling and
  - selling opportunities within existing accounts to drive revenue expansion
• Develop strategic account plans that align customer objectives with Slide
  Speak's product capabilities

Content & Knowledge Management

• Assist in content creation for product documentation and help articles to support users effectively and reduce support burden
• Develop customer success playbooks, best practices, and training materials for internal teams and customers
• Create case studies and success stories that showcase customer achievements with Slide
  Speak

What You Bring

Required Experience & Skills

• 6-months to 2 years of experience in Customer Success, Product Management, Management Consulting, Product Marketing, or similar
  - facing roles
• Proven track record of managing customer relationships and driving revenue growth in B2B Saa
  S environments
• Strong analytical skills with experience using databases and analytics platforms (Post
  Hog, Mix
  Panel, Google Analytics, or similar)
• Exceptional investigative and
  - solving abilities: Comfortable diving into databases, session recordings, and customer data to understand complex technical issues
• Empathetic communication skills: Ability to turn frustrated customers into advocates through thoughtful, personalized support interactions

Technical Proficiency

• Experience with customer support tools and CRM systems
• Comfortable navigating databases and extracting customer usage data
• Familiarity with session recording tools and customer analytics platforms
• Ability to understand technical product functionality (e. G. APIs) to provide effective support
• Comfortable spinning up AI systems using tools like MCPs

Benefits

• Competitive salary + meaningful equity
• Fully remote work environment with flexible scheduling
• Company-provided laptop and software budget tailored to your needs
• Budget for attending industry conferences
• Extraordinary quarterly
  - paid trips across Europe and globally, including accommodations and flights, to foster team bonding and creativity (our next trips are to SF and Lisbon) ?
• We
  Work membership

Interview proces

1. Initial Skill & Motivation Screening – CV & Application
2. Customer Success Case Study – Practical exercise (Video recording async)
3. Case Study Presentation & Skills Deep Dive – 60 minutes
4. Culture & Motivation Interview – 30 minutes with Slide
   Speak leadership