- Fully Remote, Greece
- Full-time
About Mentionlytics
Mentionlytics is a globally recognised SaaS platform with 60% growth year over year, specialising in Social Listening and Brand Monitoring. Trusted by agencies, enterprises, and global brands across 130+ countries, we help organisations understand what the world is saying about them, and act on it.
We’re growing fast, and we’re looking for a commercially minded Customer Success Specialist to join our team and take full ownership of a portfolio of accounts, driving retention, expansion, and long-term customer value.
The Role
As a Customer Success representative at Mentionlytics, you will own the full customer lifecycle, from onboarding through to renewal, for a portfolio of accounts. You will proactively engage clients, identify growth opportunities, manage renewals and billing, and act as the trusted point of contact that keeps customers successful and loyal.
You’ll work at the intersection of customer relationships, commercial outcomes, and deep product expertise.
Responsibilities
Account Ownership & Relationship Management
- Own a portfolio of accounts and serve as the primary point of contact throughout the customer lifecycle
- Build and maintain strong, long-term relationships with key stakeholders at each account
- Conduct regular check-ins, progress reviews, and optimisation calls to ensure clients are maximising value from the platform
- Monitor account health scores and proactively identify and mitigate churn risks before they escalate
Onboarding & Activation
- Lead onboarding sessions for new customers, ensuring fast and smooth platform adoption
- Guide users through setup, keyword configuration, dashboard creation, and best practices tailored to their goals
Retention, Renewals & Upselling
- Own the full renewal cycle for your portfolio, initiate conversations early, address objections, and close renewals on time
- Identify upsell and expansion opportunities based on usage data, account growth signals, and customer conversations
- Present relevant plan upgrades, add-ons, and features that align with each customer’s evolving needs
- Maintain and exceed retention and expansion targets as key performance indicators
Billing, Invoicing & Past-Due Management
- Manage the invoicing process for your portfolio, ensuring timely and accurate billing
- Follow up on past-due invoices proactively and professionally, negotiating payment timelines where necessary
- Coordinate with the finance team on billing queries, payment plans, invoice corrections, and credit notes
- Handle subscription changes, upgrades, downgrades, and cancellation requests within your accounts
Support & Issue Resolution
- Respond to customer queries via chat, email, and video calls with accuracy and professionalism
- Troubleshoot platform issues and coordinate with technical teams when escalation is needed
- Analyse and report product malfunctions, providing structured feedback to the product team
- Maintain high customer satisfaction (CSAT/NPS) across all interactions in your portfolio
Voice of the Customer
- Gather and relay customer feedback to the product and marketing teams to inform the roadmap
- Identify trends in customer needs, pain points, and feature requests across your portfolio
- Contribute to the continuous improvement of CS processes, playbooks, and onboarding materials
Requirements
- Languages: Proficiency in English is essential (second language is a plus)
- Experience: 2 years of experience in a Customer Success, Account Management, or SaaS client-facing role
- Highly organised, self-motivated, and comfortable working autonomously in a fully remote environment
- Tech-savvy and passionate about AI. You pick up new platforms quickly, embrace emerging tools, and are always looking for smarter ways to work and serve customers.
- Proven track record of managing renewals, driving upsells, and owning a customer portfolio end-to-end
- Excellent written and verbal communication and relationship-building skills
- Ability to manage a portfolio of multiple accounts and competing priorities simultaneously
Nice to Have
- Experience in a SaaS, MarTech, or digital analytics environment
- Familiarity with brand monitoring, social listening, or PR/communications workflows
- BSc in Marketing, Communications, Business, or a related field
- Experience with Hubspot and/or Intercom
Who You Are
- Proactive by nature: You don’t wait for problems to come to you
- Commercially minded: You understand that happy customers renew and grow
- Empathetic but assertive: You can handle difficult conversations about payments or churn with professionalism
- Detail-oriented and organised: Juggling multiple accounts without dropping the ball is your comfort zone
- A natural communicator who builds trust quickly and maintains it over time
What We Offer
- 💰 Compensation: Competitive base salary and Performance-based monthly bonuses tied to retention and expansion targets
- 🌍 Fully Remote: Work from anywhere
- 🌐 Multicultural Team: Collaborate with colleagues and clients from around the world
- 🏖️ Generous Leave: Paid vacation, public holidays, and sick leave
- ✨ Open Culture: We value ownership, transparency, and creativity
- 🎉 Team Events: Virtual and in-person team-building activities throughout the year