Senior Customer Success Manager (m/f)

  • Full time
  • Zagreb office

Lemax is a global web-based SaaS solution for travel agencies and tour operators. It is a highly scalable software that grows businesses of more than 35 customers worldwide. Not only is this product their core business solution, but it also frees them from doing manual work and helps them provide a better customer experience. We are a team of 100+ ambitious professionals gathered around this one product.

Our Customer Success team is composed of members who balance their deep understanding of our product with innovative thinking to drive business outcomes that will increase customer satisfaction and drive their growth.

For our Senior Customer Success Manager role, we seek a person with a business mindset who wants to drive customer success and increase their knowledge and use of our software. If you love working on partnerships with clients, are driven by achieving results, and always promote a customer-oriented mindset in everything you do, you’re the perfect fit for us.

What are you going to do?

Main responsibilities:

  • Defining and executing long-term account management strategies
  • Building and farming the relationship with Lemax strategic key accounts to maintain and increase overall customer health and satisfaction
  • Tracking and ensuring renewals and working with a team to expand our revenue
  • Identifying upsell opportunities and ensuring expansion
  • Active listening to customer needs and their business challenges supported with product demonstrations
  • Achieving customer’s success and increasing product adoption
  • Maintaining customer data
  • Managing and overseeing the success metrics
  • Ensuring customer advocacy and reference-ability to drive new business growth 
  • Collaborating with different departments with the goal of achieving success for customers and the organization

Who are we looking for as a Customer Success Manager?

Education and Experience 

  • Minimum of 7 years experience either in B2B enterprise key account management, customer success management, business consultancy, or business development
  • Experience to drive new business growth
  • Collaboration and communication with C-level executives

Skills, knowledge, and mindset

  • Business acumen skills
  • Customer-centric mindset
  • An analytical, sales-driven approach that ensures customer and business growth
  • Excellent communication and relationship-building skills  
  • Outstanding written and oral communication skills – proficiency of the English language is mandatory
  • Project management skills


  • Willingness to travel occasionally
  • Occasional flexibility for shifting work hours to engage with the customer from different time zones

What do we offer?

  • Know-how with more than fifteen years of experience in the travel tech industry
  • Learning and developing in one of the most resilient industries worldwide
  • As a Customer Success team member, you will have a strong influence on customers’ success and be the one who brings a positive change to their business
  • The opportunity to develop your professional knowledge and skills in the rapidly growing and highly challenging travel tech and SaaS business domains
  • Positive work atmosphere

If we meet in person, we’ll tell you more. In the meantime, take a peek at >> Life at Lemax.

How to apply?

If you want to join our Customer Success team as a Senior Customer Success Manager, please send us your CV via the submission form (Apply for this job button below). We will process your application as soon as it arrives.