Customer Success Lead
W.A.G. payment solutions
Sales & Business Development, Customer Service
Prague, Czechia
Posted on May 4, 2026
We are looking for an experienced and results-driven Customer Success Lead (CSL) to design and execute customer success strategies that enhance satisfaction, retention, and lifetime value. This role is key in transitioning Eurowag from a Customer Care to a Customer Success model, driving operational efficiency and aligning local teams with corporate goals.
Other skills and competencies
- Master’s degree or advanced degree
- Minimum of 5 years of business experience in Customer Success
- Proven track record of achieving customer experience results.
- Fluent English. One more language of the EU at a business professional level is a plus.
- Previous experience in logistics, transportation, or financial technology is a plus.
- Proficiency in CRM tools (e.g.MS Dynamics, Salesforce, HubSpot) and customer success platforms.
- Familiarity with customer segmentation is a plus
Other skills and competencies
- Exceptional written, oral communication and presentation skills
- Able to balance strategic thinking with hands-on execution.
- Highly organized, structured and process-oriented, with strong attention to detail
- Excellent analytical skills and structured approach
- Active and effective approach to complex problem resolution and a customer-first mindset
- Responsibility, assertiveness, accountability, and effective time management
- Multi-tasker, high level of ownership, proactivity and execution discipline.
- Ability to perform in a multicultural environment
- Ability to work in a fast-paced environment and adapt to changing priorities.
Strategic Leadership
- Lead the transformation to a Customer Success organization, including process setup, tools development, and KPI alignment.
- Bridge central and local Customer Success efforts to ensure consistency and impact across regions.
Customer Success Strategy
- Develop and implement strategies that drive customer engagement, onboarding, adoption, retention, and satisfaction.
- Develop and manage playbooks to support CS strategies
- Collaborate and align with Marketing, Product, Sales, and Operations to meet business objectives
Data & Insights
- Create and manage dashboards, automations, reporting
- Monitor customer metrics (e.g., usage, satisfaction, churn) to measure improvements.
- Provide regular performance reports and actionable insights.
Process & Tool Optimisation
- Implement best practices to continuously improve processes, CS frameworks/models
- Continuously improve workflows, onboarding, and support processes.
- Implement and manage customer success platforms and automation tools.
- Improve the Customer Success lifecycle to increase customer experience and satisfaction
Customer Engagement
- Support local teams in key account management, onboarding, training, and renewals.
- Identify upsell and cross-sell opportunities; manage escalations to prevent churn.
Localization
- Support the adaptation of strategies to local market needs, regulations, and customer expectations.
- Share best practices across countries and maintain playbooks tailored to customer segments.
Team Coordination
- Collaborate with regional Customer Success Managers and train teams on tools and best practices.
- Support the training and upskilling of local CS teams to strengthen consistency, confidence and execution quality across markets.
- Ensure alignment across functions for renewals, upsells, and satisfaction goals
KPIs & Reporting
- Monitor projects’ delivery in time, scope, quality and budget dimensions.
- Provide regular updates on team performance, customer success metrics, and strategic initiatives to senior leadership.
- Work with various tooling to support automations, dashboards and reporting needed for Customer Success (CRM, Pendo, Power BI, Bloomreach, etc)