• Lead, mentor, and develop a team of Customer Success Managers • Actively manage your own portfolio of enterprise accounts • Drive adoption, renewals, and growth across the customer lifecycle • Serve as SME for Cisco and OEM Enterprise Agreements • Define, monitor, and report on key performance indicators • Conduct QBRs and EBRs to demonstrate value • Train and certify team members on CSM methodologies and tools • Work with Sales, Technical Services, and Overlay teams

• You'll be the engine behind InPost's CRM ecosystem — configuring, automating, and continuously improving the platforms that power our APM deployment and international expansion • Partnering closely with commercial, expansion, and operations teams across the UK, France, Italy, and Iberia, you'll turn complex operational workflows into reliable, scalable CRM processes • Administer and configure InPost's CRM platforms (HubSpot, Pipedrive, Microsoft Dynamics 365 or equivalent) — pipelines, custom objects, user roles, and permissions • Design and maintain automations and integrations using Zapier, Make.com, and where needed Google Cloud Platform — connecting CRM with internal systems, marketing tools, and operational platforms • Translate APM deployment workflows (site sourcing, lead-to-deployment pipelines, partner onboarding) into structured CRM logic • Own data quality across markets: audits, deduplication, field validation, and lifecycle management • Build dashboards and reports tracking pipeline activity, deployment progress, and operational KPIs for international stakeholders • Gather requirements from teams across markets and translate them into scalable CRM configuration and process design • Maintain documentation, playbooks, and training materials; support onboarding and day-to-day CRM queries

• Act as the primary point of contact between the client and the technical team during the migration process. • Conduct consultative meetings to present the new Cisco platform and its benefits. • Perform functional demonstrations (demos) and training sessions for clients. • Develop technical documentation, user guides, and support materials. • Oversee the entire client onboarding and integration process. • Identify risks during migration and take preventive measures to minimize impact. • Clarify technical and functional questions related to the platform. • Quickly resolve incidents or issues encountered by clients during migration. • Monitor adoption metrics for the new platform and propose improvements to the customer experience. • Collaborate with technical teams, support, and Customer Success to ensure an excellent implementation.

• Lead, develop and monitor the team's performance. • Conduct structured feedback and ongoing follow-up. • Build individual and collective development plans. • Develop new leaders within the operation. • Foster a high-performance, collaborative and accountable environment. • Design and optimize internal processes. • Ensure operational efficiency and scalability of the area. • Map bottlenecks, propose improvements and track their implementation. • Develop documentation, workflows, training and best practices. • Ensure compliance with SLAs and department KPIs. • Define, monitor and analyze operational metrics. • Ensure productivity, quality and efficiency of customer service. • Promote continuous improvement driven by data. • Manage production capacity and the intelligent distribution of work. • Work closely with the team and the operation. • Serve as a reference for attitude, commitment and execution. • Be present for the team's day-to-day challenges. • Report results, risks and opportunities to the executive board. • Anticipate issues before they impact operations. • Present action plans and structured solutions. • Lead continuous improvement projects and the evolution of the department.