Customer Success Specialist (CET)

Hey there! 👋 Could you be Brella’s next Customer Success Specialist (CET time zone)? 🧐

Are you passionate about customer success and eager to grow professionally in a welcoming, truly international team spread across the EU, US, Mexico, and Sri Lanka? Then keep reading to learn more!

We are looking for a Customer Success Specialist to deliver exceptional experiences for Brella’s customers across the EMEA and APAC markets. In this role, you will build trust, provide expert guidance on the Brella platform, and foster long-term customer relationships that drive value and satisfaction.

Our team works remotely in the GMT+3 time zone, and we are currently looking for someone to strengthen our remote team in Europe.

HERE’S BRELLA IN A NUTSHELL ✨

So far, we have digitally transformed thousands of events in more than 50 countries worldwide.

WHY BRELLA & OUR CUSTOMER SUCCESS TEAM? 🚀

You’ll have the opportunity to build relationships with a diverse customer base while helping event organizers create world-class events.

Our strong global presence (customers in 60+ countries), rapid growth, and relatively small company size create excellent opportunities for professional and financial growth for high achievers.

We offer:

• A truly international, high-growth work environment with team members representing 10+ nationalities
• A culture that values diversity, inclusion, equal opportunities, and healthy work-life balance
• A strong people-first culture where you can grow into your role in a warm and welcoming atmosphere
• Minimal hierarchy and a strong Brella team spirit — we believe people do their best work when they feel empowered and enjoy what they do 🥳
• The chance to learn from an experienced, passionate team with a strong customer-first and can-do attitude

WHAT WILL YOUR DAY LOOK LIKE? 🖥️

As a Customer Success Specialist at Brella, your role will focus on helping event organizers successfully implement Brella at their events and accelerate their time-to-value.

Every day is different, challenging, and exciting, but your responsibilities will generally include the following:

HELPING CUSTOMERS CREATE SUCCESSFUL EVENTS

You will have full ownership of your customer portfolio, and your primary KPIs will focus on customer success and retention. To achieve this, you will:

• Run onboarding and consulting sessions with customers via Zoom and Google Meet
• Become an expert in the Brella platform to provide creative, business-focused, and technical solutions to customer inquiries
• Collaborate with event organizers to establish goals and KPIs, actively guiding them toward achieving their business and event objectives using Brella
• Build strong customer relationships by understanding customers’ teams and business goals, sharing best practices, offering industry insights, and providing proactive support
• Identify recurring customer challenges and collaborate with the team to proactively address them

SUPPORTING RETENTION AND ACCOUNT GROWTH

You will also:

• Collaborate with Brella’s Key Account Managers to support customer retention and account expansion goals
• Regularly use HubSpot CRM while following CRM guidelines and maintaining a systematic, data-driven approach to customer success activities
• Serve as a brand ambassador for the Brella platform by representing its value to customers and fostering long-term relationships

SKILLS AND EXPERIENCE NEEDED FOR SUCCESS 🔎

We are looking for someone who is genuinely passionate about Customer Success, eager to help others succeed, and motivated to advocate for customers while driving continuous improvement.

• Excellent spoken and written English skills

In practice, this means:

• Being able to effectively and fluently advise both native and non-native English-speaking customers
• Having strong interpersonal and communication skills, with the ability to confidently lead customer conversations around technical topics and calmly guide customers through unfamiliar situations

• Previous experience in a communication-heavy, customer-facing role, ideally in an international environment (experience in SaaS or the events industry is a plus)
• Experience as a Customer Success Manager is a strong advantage
• Event planning or event industry experience is highly valued
• Strong technical skills and the ability to quickly learn new tools and concepts
• Excellent organizational and time management skills, with the ability to manage multiple customers and priorities in a fast-paced environment
• High energy, emotional intelligence, enthusiasm, and a strong team-player mindset
• Motivation to thrive in a fast-paced environment and exceed targets
• Previous experience in startups or high-growth environments is highly appreciated

• Competitive salary and attractive performance-based commissions
• A company culture built on Nordic values and strong work-life balance
• A fully remote role

We work hard and do what it takes to get the job done, but we also believe it’s important to recharge and maintain balance.

WHAT TO EXPECT FROM OUR RECRUITMENT PROCESS

Before making any further decisions, you’ll meet:

👋 Valentina, Team Lead of Customer Experience — she will discuss your background and experience, introduce our Customer Success function and growth plans, and answer any questions you may have.

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