Customer Success Manager

– Join Tiugo Technologies.

Tiugo Technologies is a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency and scale their business. The company’s portfolio includes CKEditor, TinyMCE, Butter

CMS, and Upload care, powering millions of software applications and websites for clients such as Microsoft and NASA.

This position is for a self‑starter who will serve as a founding member of the Customer Success (CS) team. Responsibilities include managing inbound messages from all customers, maintaining their book of business, and collaborating with the U.S. team. The role requires adjusted hours (10‑18 CET) to support our global users.

• Manage and respond to inbound customer support messages and emails via Intercom.
• Conduct onboarding, implementation, and training sessions as required.
• Oversee the customer lifecycle management and identify areas for upgrade and expansion.
• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
• Lead customer training sessions, webinars, workshops, and demonstrations to enhance product knowledge and usage.
• Assist in developing customer success playbooks and resources.
• Serve as the liaison between customers and internal teams such as product, sales, and support.
• Manage customer escalations and ensure issues are resolved quickly and effectively.

• 20% Chat/Email support for the Butter
  
  CMS user base
• 30% Admin tasks and projects
• 30% Customer calls
• 15% Call preparation, planning, and follow‑up
• 5% Internal meetings (1:1s, team meetings, product feedback, trainings)

• 2–5 years of experience in a similar Customer Success Manager role.
• Experience with content‑management systems or SaaS platforms.
• Understanding of the technical side of marketing‑technology tools.
• Proven track record in the full CSM cycle: onboarding, renewals, retention, upselling, and cross‑selling.
• Experience managing portfolios worth over $1 million.
• Ability to maintain net revenue retention (NRR) at 105 % or higher.
• Proactive approach, strong sense of ownership, high accountability for outcomes and deadlines.
• Availability to work 10‑18 CET.

• Basic understanding of HTML and CSS.
• Fluency in another language, preferably Spanish.
• Experience in a startup or mid‑market environment.

• Annual financial bonus tied to company performance.
• Flexible schedule and fully remote work.
• Linked In Learning access.
• Extra leave for Tiugo Day and your birthday.
• English lessons with a native speaker and an online language platform for English, Spanish, and German.
• 24/7 mental‑health and well‑being support.
• Two weeks of paid parental leave for contractors.

• Interview with Hiring Manager Allison Murray.
• Technical interview with Jake Santerre, Sales Director, and Aaron Kent, Solutions Consultant.
• 30‑minute presentation.

• Mid‑Senior level

• Full‑time

• Customer Service
• Software Development

Referral candidates enjoy double the chance of securing an interview.

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