About the role

We’re looking for a Customer Success Manager to join SINGU – specifically to build the Customer Success function for QRmaint, a new product in the SINGU group, from the ground up. Today, QRMaint has no formalised CS process – and that’s the opportunity. You’ll start as an individual contributor: first design and prove the process (segmentation, health scoring, retention playbooks, contact cadence), then, once it’s working in practice, build and lead a team around it.

QRmaint is a recent acquisition within the SINGU group, so you’ll be shaping the CS function of a product still finding its place within a fast-scaling international group. You’ll own the entire portfolio – around 860 customers and roughly 10.5M PLN in ARR – accountable for retention, renewals, and expansion. It’s a role for a commercially sharp operator who’s built process and/or team from scratch before, is comfortable owning revenue numbers (not just satisfaction scores), and thrives in scale-up ambiguity. If you want a defined playbook handed to you, this isn’t it. If you want to write the playbook, read on. There’s a clear path from individual contributor into team leadership as the function matures.

This is a hybrid role – 2-3 times from office per week – Cracow or Warsaw.

About the product

QRmaint is a mobile-first CMMS (Computerised Maintenance Management System) that helps maintenance teams keep machines, equipment, and facilities running at peak performance. Built around QR codes, it gives technicians instant access to asset history, work orders, and maintenance schedules from their phone – scan a code and report a failure, log work, or pull a machine’s full history in seconds. The platform combines work order management, preventive maintenance, asset and spare-parts management, inspections, and downtime reporting on one central system, trusted across manufacturing, facility and real estate management, retail chains, schools, and field-service providers.

QRmaint recently joined SINGU – a leading provider of CAFM and facility-management software – as a new acquisition within the group. It continues as a distinct product in the SINGU portfolio, and this role is dedicated to it.

What you’ll be doing

• Build the CS process from zero – design and stand up the fundamentals: portfolio segmentation, customer health monitoring, early churn-risk detection, and a standard set of intervention playbooks. This is the core of the role in its first phase, and where your prior experience building process from scratch matters most.
• Own retention and prevent churn across the whole portfolio – you are the owner of the retention and churn-rate numbers for all ~860 QRMaint accounts. Spot warning signs early and intervene before they become renewal problems.
• Own renewals, upsell, and expansion revenue – this role carries a genuine commercial component, not just a relational one. You’ll be accountable for the renewal and expansion numbers, identifying commercial potential across the book and converting it.
• Prove it, then scale it – once the process is stable and validated in practice, recruit and build a CS team around it, and step into a leadership role as the function grows.
• Segment and prioritise – use value, risk, and growth potential to decide where your time goes across a large book of accounts, many without prior CS coverage.
• Channel customer insight back to the business – route product feedback, support patterns, and trends to Product, Support, and Leadership.
• Keep the data reliable – maintain accurate CRM and customer-health records the wider business can trust.

What you’ll bring to the team

• Customer Success experience in B2B SaaS – this is essential. You’ve owned customer relationships and outcomes in a SaaS environment.
• A documented track record of building process and/or team from scratch – the single most important requirement, because that’s exactly what this role is in its first phase. You’ve stood something up before, not just run something that already existed.
• Ownership of revenue metrics – real experience being accountable for renewals and upsell numbers, not only relational or satisfaction-based measures. You’re comfortable owning a number.
• CMMS, maintenance, or industrial domain knowledge – a strong plus. Familiarity with maintenance operations, industry, or CMMS/CAFM tools will help you get up to speed fast. Strongly preferred, but not a dealbreaker.
• Fluent Polish and English (minimum C1).
• Self-starter energy – curious about how customers work, proactive about creating motion rather than waiting for it, and disciplined enough that nothing slips across a large portfolio.

What does success look like

A CS function that exists where none did before – with segmentation, health scoring, and playbooks that work in practice, not just on paper. Retention owned and defended across the full portfolio. Renewals and expansion delivered. A book you can speak to fluently: risks, opportunities, trajectory. And, in time, a team built and led by you, running the motions you designed.

Tools you’ll use day to day

Fin, HubSpot, and Jira (support ticketing).