Customer Care and Upsell Manager | Bratislava
Bratislava 2 700 EUR/month+ quarterly performance bonus (up to 4 000 EUR); Start date – by agreement
We are looking for an experienced manager to lead and further develop our Customer Care department. In this role, you will lead Team Leaders responsible for our existing B2B customer base, combining a strong focus on customer growth and retention, commercial performance, and people development.
Reporting directly to the Head of Sales, you will lead 4–5 Team Leaders across Account Management, Customer Service, and Event teams. You will be responsible not only for business and team performance, but also for shaping how we work with different customer segments, strengthening our customer-centric approach, and developing the function for future growth.
Key responsibilities
- Lead Customer Care & Upsell teams with a balanced focus on business results and people leadership.
- Drive gross upsell, ARPU growth, customer retention, and team activity performance across segments and teams.
- Set and continuously improve the operating model for different customer segments, including service levels, account coverage, team focus, and escalation principles.
- Own pricing governance for existing customers, including recommendations, approvals, and the quality of commercial communication.
- Standardize leadership routines, coaching quality, performance management, and ways of working across teams.
- Translate customer and team insights into the 2030 organization roadmap, including structure, capability needs, and cooperation with other departments.
- Represent the function in cross-functional discussions and contribute to leadership-level topics around retention, customer growth, and organizational effectiveness.
Personality requirements and skills
We are looking for an experienced manager who combines analytical and structured thinking with strong relationship-building skills, commercial judgment, and genuine customer focus.
To succeed in this role, you will need:
- At least 3 years of experience leading B2B Account Management, Customer Success, Retention, or Upsell teams.
- At least 2 years of people management experience, ideally including leadership of Team Leaders.
- A proven track record of improving customer value, retention, or account growth.
- Strong commercial judgment and confidence in pricing discussions and value-based communication.
- The ability to build trust, develop people, and create consistency and accountability across teams.
- The ability to balance customer outcomes, business performance, and employee engagement while driving sustainable long-term performance.
- Fluent English and the ability to operate effectively in a cross-market environment.
What we offer
Work-life balance & flexibility
- flexible working hours and home office,
- early leave from work dedicated to sports (2× 30 minutes per week),
- relax days, additional vacation based on years worked (up to 10 days),
- 1 sick day per quarter when you’re not feeling well.
Health & leisure
- MultiSport card + 3 additional cards for your loved ones,
- streaming platforms (Netflix, HBO Max, Voyo, etc.) for free,
- health days with activities, lectures, and Tanita body composition measurements,
- fresh fruit available in office kitchens.
Financial benefits
- contribution towards commuting,
- meal allowance above the Labor Code requirements,
- referral program for open job positions.
Development & career
- team trainings tailored to team needs and led by experienced professionals,
- support for juniors through systematic development and mentoring to become full professionals,
- specialized programs for team leaders to develop leadership skills (academies and coaching),
- financial contribution for language courses and other development activities.
Team & company culture
- regular team activities, company-wide teambuildings, shared breakfasts, and a Christmas party,
- sports challenges and events (ČSOB Marathon, From the Tatras to the Danube, etc.),
- clothing swap among colleagues.
Language skills
Slovak language – Expert (C2) and English language – Upper-intermediate (B2)
Number of years of experience
3
Wage
2 700 EUR/month + Quarterly performance bonus: up to 4000 EUR