Customer Success Manager

About the role

We are looking for a Customer Success Manager to lead and grow our BPO client relationships in Varna. The role combines strategic account development, technical support and commercial negotiation to ensure client satisfaction and drive new business opportunities.

Key responsibilities

• Manage BPO client relationships, develop existing partnerships and identify new business opportunities.
• Support account leads by creating and managing active opportunities and providing pre‑ and post‑sales technical assistance.
• Prepare regular analyses of cost, quality, productivity and client satisfaction, highlighting trends and recommendations.
• Negotiate and manage commercial contracts, including procurement relationships and pricing.
• Lead project initiatives, defining scope, budgets, requirements, testing plans and implementation.
• Utilize data analytics to uncover business trends and collaborate with management on solutions.

Required profile

• Excellent English communication skills.
• Proven experience in technical support, sales and account management.
• Strong commercial mindset with ability to negotiate rates and contracts.
• Self‑organized, able to meet objectives within set timeframes.
• Creative thinker with good problem‑solving abilities.

Required skills