Customer Success Manager (RO App)

About the Position

Poklyk is a product company that helps small and medium-sized businesses work more simply and efficiently. Our products - Orderry and RO App. They help businesses automate work with applications, customers, warehouse, finances, team, and daily operational processes.

RO App is a B2B SaaS platform that helps service and repair businesses - mobile services, auto services, electronics repair service centers, HVAC companies, and similar - manage daily work: orders, inventory, invoices, and reporting in one system.

We are looking for a Customer Success Manager, who will ensure the implementation, retention, and growth of customers of our B2B SaaS platform RO App in Ukraine, Central Asia, and Europe. In this role, you will be responsible for the customer journey post-sale: ensuring new users successfully onboard, integrate the platform into their daily processes, and continuously derive measurable business value.

As the main strategic partner for our clients in Ukraine, Central Asia, and Europe, you will also be the voice of the market - translating regional feedback into specific insights for the product and operations teams.

Your focus in the role:

• Managing the portfolio of accounts throughout the entire lifecycle - from onboarding to active use, continuation, and expansion.
• Supporting new clients during onboarding to reduce time-to-value and ensure successful implementation (proactively identifying processes that have not yet been transferred to the system and ensuring that clients are genuinely using the product daily).
• Monitoring account health metrics, product usage patterns, and communication history to diagnose implementation gaps and proactively identify accounts at risk of churn. Implementing targeted retention strategies before the client leaves.
• Regular check-ins and business reviews with client stakeholders to align the capabilities of RO App with their evolving operational goals and find opportunities for expansion.
• Acting as the main source of market analytics for the Ukrainian, Central Asian, and European segments: competitive environment, buyer behavior, recurring product gaps. Translating this data into specific requests for the product and engineering teams.
• Improving existing onboarding frameworks, playbooks, and self-service resources to continuously enhance the customer experience.

What is important to us:

• 2+ years of experience in account management, customer success, or onboarding in B2B SaaS or digital products.
• Proven experience in managing a portfolio of accounts and increasing product usage in the IT environment.
• Fluency in Ukrainian (native) and English (B2+), impeccable literacy and written culture. Polish (B2+) will be a plus.
• Proficient business communication skills - critical for client interactions in our B2B segment.
• Understanding of the business environment, business etiquette, and customer service expectations in Ukraine and Europe.
• Experience with CRM/ERP systems. Confident work with technical products: you are able to deeply study a complex product, configure it, and explain it to someone without a technical background.
• Excellent communication skills and ability to build relationships: collaboration and problem-solving orientation, peer-to-peer approach, and active listening.
• High sense of responsibility (ownership): ability to make informed decisions without a ready playbook for every situation and independently figure things out, rather than waiting for instructions.
• Living in Kyiv or the region and willing to visit the office when needed for work or meetings with the team.

Bonus:

• Experience in the field of mobile service, repair, automotive, or related industries.
• Experience with Intercom, Pipedrive, or similar CS/CRM platforms.
• Tolerance for uncertainty: products and processes are constantly changing.

We Offer

• Official employment with all the corresponding benefits.
• Influence on product development: every idea and suggestion is discussed by the team.
• Work in a leading IT company that is a market leader in business automation services and recognized as critical to Ukraine's economy.
• Flexible hybrid work format with a focus on candidates in Kyiv, as we actively participate in exhibitions and other offline events.
• 18 working days of vacation, 10 days off, and paid sick leave.
• Corporate English courses from the first days.
• The company covers the costs of professional development - training courses, webinars, conferences, and other events.

Hiring Process

• Introduction with the recruiter (30 min)
• Interview with the Head of Customer Service and Team Lead (1.5 hours)
• Test task
• Offer from Poklyk