Growth Customer Success Manager

About SINGU

At SINGU, we’re redefining how the world’s most ambitious real estate companies run their operations. Our mission is to become Europe’s leading platform for managing warehouse, logistics, retail, and multi-site commercial real estate portfolios — empowering our Clients to protect revenue, boost efficiency, and unlock new value across every aspect of their business.

Our unified CAFM platform already powers the daily operations of over 250 million m² of real estate worldwide, supporting more than 500,000 professionals. Following our union with the UK’s Micad and Germany’s net-haus, we now help manage 100,000+ buildings across 35+ countries — and we’re just getting started.

Backed by a leading growth equity investor, we’re scaling rapidly and partnering with global leaders such as Prologis, ECE, CTP, Hillwood, Logicor, GLP, and Unibail-Rodamco-Westfield. As we continue to grow through strategic acquisitions and bold innovation, we stay true to our core values: adaptability, collaboration, and client focus.

If you’re ready to help build Europe’s leading platform for property operations — and make a tangible impact on how the real estate industry works — join SINGU and be part of this transformation.

ABOUT THE ROLE

We're looking for a Growth Customer Success Manager to join our Customer Experience team and take full ownership of a portfolio of growth customers on the SINGU platform across CEE. You'll own renewals, drive adoption, and identify and create the expansion opportunities that fuel our commercial growth – with a clear stretch target of 130% NRR across your book (team average 135%, vs a market benchmark closer to 103%).

This is a role for a commercially sharp operator with an account management, sales, or upsell background who can balance customer outcomes with revenue growth, work with data to prioritise where it matters, and run a portfolio of 30–40 accounts – many without prior CSM coverage – without dropping the ball. We're a scale-up where things still move and change quickly, so comfort with some ambiguity is essential. You hold yourself accountable for the number, not just the activity.

Location: Hybrid – Kraków or Warsaw, 2–3 days per week from the office, with regular travel across CEE for on-site customer visits.

RESPONSIBILITIES

• Own a portfolio of 30–40 growth customers – manage your book end-to-end across CEE, driving value, owning renewals, and accountable for the commercial outcomes.
• Own renewals and hit a 130% NRR target – measured across upsell, cross-sell, country-to-country expansion, contractual valorisation, features, and services. We don't expect you to land the 130% in your first six months — relationship-building and adoption come first.
• Identify and create expansion opportunities – spot commercial potential, scope and build qualified opportunities, partner with Sales to convert them. CSMs don't negotiate or close — Sales does. Your job is to make the deal possible.
• Drive product adoption and engagement – help customers realise value fast and embed SINGU into their day-to-day. Many of our biggest expansion wins come from existing customers referring SINGU into new countries.
• Monitor customer health and usage – track adoption, usage, risks, and commercial signals; act early when health drops.
• Run regular check-ins, success planning, and business reviews – meaningful conversations about measurable outcomes, often at executive or C-level — not just status updates.
• Reduce churn risk through proactive engagement – spot warning signs and intervene before they become renewal problems.
• Segment and prioritise – use value, risk, and growth potential to decide where your time goes.
• Support scalable CS motions – contribute to campaigns, webinars, enablement, and adoption playbooks that reach customers at scale.
• Coordinate with Sales on qualified expansion opportunities – hand over warm, well-scoped opportunities and stay close through the cycle.
• Channel customer insight back to the business – route product feedback, support patterns, and trends to Product, Support, and Leadership.
• Maintain accurate CRM and customer health records – the data is only useful if it's reliable.

WHAT YOU WILL BRING TO THE TEAM

• Mid- to senior-level experience in Customer Success, Account Management, SaaS sales, or growth-focused customer roles – ideally in B2B SaaS, with a measurable track record in upsell (we care about whether you hit target, not the absolute deal size).
• Strong commercial mindset – you identify and create expansion opportunities and articulate value to commercial stakeholders. You're comfortable owning a number.
• Self-starter energy – curious about how customers work, comfortable doing your own research, proactive about creating motion rather than waiting for it.
• Data-driven approach – you use adoption, usage, and health metrics to prioritise and demonstrate impact.
• Ability to manage a customer portfolio at scale – strong prioritisation and follow-up discipline. Nothing slips.
• Comfortable with our CS and CRM stack – HubSpot, Vitally, Asana, and Jira (or similar).
• Excellent commercial and customer-facing communication – English at C2 or native level; German is a strong plus.
• Ability to balance customer value, retention, and revenue growth – you don't trade one off against the others.
• Real estate, facility management, PropTech, or CAFM background – a strong plus, not essential.

WHAT DOES SUCCESS LOOK LIKE

Healthy, engaged customers who renew and grow. Renewals owned and delivered. 130% NRR across your portfolio at steady state. A book you can speak to fluently — risks, opportunities, trajectory. Customers referring SINGU into new countries. Measurable contribution to expansion revenue and clean data the wider team can rely on.

WHY JOIN SINGU?

• Competitive salary: 12,000–16,000 PLN gross/month (UoP) or 14,500–19,300 PLN +VAT/month (B2B), plus 3% commission on annual ARR generated, paid quarterly
• Real ownership of a customer portfolio with a clear commercial target — and proof the model works: 96%+ retention and 130% team NRR vs a ~103% market benchmark
• A collaborative, no-micromanagement culture with honest, open feedback — we work as equals, share what didn't go well, and improve together
• Part of a fast-scaling international group redefining how real estate is managed across Europe, with regular face-to-face customer time across the region

If this role sounds like a good fit, we’d love to hear from you. Apply and help us build technology that supports critical operations every day.