MELP - Customer Success Manager

MELP is an all-in-one employee engagement platform that helps leading enterprises connect, recognize, and reward their teams. By bringing together benefits, recognition, and everyday perks into one simple platform, MELP boosts employee engagement and retention. Our customers include major enterprises and public sector organizations. We’re currently scaling across the Baltics and preparing for further international expansion.As we grow, we’re looking for a hands-on, tech-savvy, and client-focused Customer Success Specialist who’s passionate about building strong relationships and delivering real value. In this role, you’ll oversee the entire customer journey, from onboarding and support to renewals and upselling, while working closely with our Product and Engineering teams to ensure an outstanding user experience. This is a dynamic, high-impact role where your contributions will directly influence customer satisfaction and long-term success.What you will doOwn new customer onboarding end-to-end - map requirements, configure MELP, run training, and ensure time-to-value.Deliver daily B2B customer service and guidance - resolve how-to questions, troubleshoot issues, and document solutions.Manage renewals and identify upsell opportunities - prepare proposals, discuss plan changes, and close incremental value.Administer our marketplace - onboard and update vendors, manage offer terms, purchase and deliver coupon codes, handle resolution for non-working codes, etc.Do light product QA and bug reporting - reproduce issues, write clear tickets, and validate fixes with Engineering.Handle essential admin tasks tied to customer operations - invoices, reconciliations, deposits, and monthly close actions.Collaborate closely with Sales for handovers and with Engineering for complex cases.Visit key customers a few times per year to deepen relationships and gather feedback.You might be a great fit if youHave 2+ years in B2B SaaS customer success, account management, or technical support.Are comfortable configuring software and translating business needs into system setup.Can communicate clearly with both business users and technical teams.Are not afraid of light commercial conversations - renewals, plan changes, simple price adjustments.Work logically and precisely - you like checklists, documentation, and Excel or Google Sheets.Take ownership, spot what needs doing, and go the extra mile for customers and teammates.Are fluent in Lithuanian and English.What we offerImpactful, broad CS role with real ownership across onboarding, success, support, and renewals.Supportive team that values initiative, learning, and doing the right thing for customers.Compensation with base salary and performance-based bonus.All the tools and coaching you need to succeed.Hybrid rhythm in Vilnius with team time in the office about 2 days per week.