Customer Success Manager

Connecting a carrier to a locker network looks like the finish line. It’s actually the starting gun. Behind every parcel that lands in a locker sits an integration that has to run cleanly, a carrier that has to see value, and volume that has to grow – across countries, partners and markets. You’d own the carriers that make that happen.

This isn’t a “keep the client happy” role. You’ll know each carrier’s numbers – APM utilisation, integration health, volume – and you’ll be measured on moving them, not on how many calls are in your calendar.

You’ll sit between carriers across Europe, engineering, product and group management. When a carrier gets stuck, you make sure the right internal team unblocks it – and when a carrier asks for something, you’re the one who can tell whether it’s a platform gap worth roadmap time or a local problem that needs a different fix.

If you like structure, enjoy turning data into decisions, and feel uneasy when an action item quietly dies after a meeting, this is built for you.

What we offer

- Salary: 15 000 - 20 000 PLN net - depending on your experience
- Remote first approach
- A platform that’s scaling fast, where your input shapes the roadmap
- An international, partner-heavy context that sharpens your stakeholder game fast

Job requirements

- 3+ years in customer success, account or partner management in a B2B platform, SaaS or logistics-tech environment – you’ve been accountable for the results, not just for the relationship.
- You’ve moved a KPI – you can name the baseline, what you did, and where the number ended up.
- You’re hands-on with data: Looker, Mixpanel or SQL/BigQuery don’t scare you, and you can turn a dashboard into a story a carrier actually acts on.
- You’ve worked with technical products and integrations – enough to stay credible with engineers and product managers, and to spot when an “integration hiccup” is really a platform issue.
- You run business reviews and management reports that people read – and you follow up until the action is closed.
- Fluent English and German at B2 level or higher.

Nice to have

- Background in parcel delivery or last-mile logistics.
- Experience with lockers, PUDO networks or carrier integrations.

Responsibilities

- Act as the primary contact for integrated carriers across markets, from onboarding to steady-state growth.
- Own adoption and performance KPIs per carrier – APM utilisation, integration health – and drive measurable improvement.
- Surface carrier blockers early and bring in the right internal teams to resolve them.
- Turn carrier requirements into prioritised roadmap input – and push back where the gap is local, not platform.
- Transfer insights and best practices between carriers and markets.
- Own the monthly reporting cadence: one consolidated report for group management, plus per-carrier reports.
- Use platform and operational data (Looker, BigQuery, Mixpanel) to generate insights carriers act on.
- Run a structured engagement rhythm per carrier – monthly reviews, quarterly deep-dives – with tracked actions.
- Identify growth opportunities per market and build the case for them.

Our recruitment process

- Call with People Team (~1h): to learn more about Appunite, make sure we have an initial match.
- Competency test: a task you complete on your own time.
- Interview with our Client Success team (1.5h): with our Account Success Manager and Head of Product & Client Success, to walk through one or two carrier use cases similar to those you’ll face in this role.
- Short meeting with the client (1h): to make sure you fit into the team.