Customer Success Manager (Clients & Partners)

This is a customer success manager job in Albania, based in our Tirana office. Square Software builds custom software, web platforms and mobile apps from Tirana. We work with clients in Albania, across the wider region and in Western Europe. We are a small team, so the work is direct and the feedback loop is short. This role starts where the sale ends. Somebody signs, and from that moment you are the person they deal with. First you handle the onboarding. Then you are the name in their inbox whenever something goes wrong. Finally you are the reason they renew, instead of quietly drifting away. There are two kinds of counterpart here, and that is on purpose. First, the businesses running our products day to day. Second, the agencies abroad who resell our build capacity and need us to be easy to work with. The customer success manager owns both relationships. We are hiring because the customer success work now happens in the gaps between delivering software, which means it happens late. That is the honest reason, and it is also the opportunity. Nobody has owned this before. Therefore how it gets done will be how you choose to do it.

Onboarding. Take a signed client or partner from the agreement to real daily use. Set expectations early, agree what good looks like, and make the first few weeks boring in the best sense. Be the named contact. One person who knows the account, replies fast, and never makes anyone re-explain their case. Chase the answer inside the team rather than forwarding the question. Renewals and expansion. Know which accounts are due, which are quietly unhappy, and which are ready for more. Bring the extra work in before somebody else does. Partner accounts. Keep the reselling agencies well served: clear scope, honest timelines, no surprises. Their client never learns we exist, and therefore our reliability is their reputation. Escalation, not diagnosis. Turn a vague complaint into something an engineer can act on, get it to the right person, and own the status note back to the client. You do not have to fix the software yourself. Write it down. Account notes, agreed scope, what we promised and when. Most damage to a customer relationship is easy to stop with a written record. Feed what you hear back inward. For example, what clients keep asking for is the best product signal this company has, and nobody is collecting it. Bring it to the weekly review. Own the outcome. Customer success here means ownership rather than a ticket queue, and the manager holding the account carries the result. Know the ground. Albania is a small market and word moves fast. Therefore a happy customer in Albania is also our next lead.

Two or more years in customer success, account management, client services, or a support role you outgrew. A software or services record helps most. However, a strong hospitality or B2B services record also transfers well. Albanian and English, both fluent, written and spoken. Albanian for the clients here in Albania, English for the partner agencies abroad. A lot of this job is writing. Calm under a complaint. The real skill is staying useful when somebody is upset and you do not yet have the answer. Organised on your own. You will hold several accounts at once, each with its own promises and dates, and nobody will check your list for you. Enough technical sense to grasp what our products do, repeat a fault before you escalate it, and avoid promising something we cannot build. Comfortable saying no, and saying it early. Managing an expectation beats saying sorry for a missed date. Based in Tirana, or willing to relocate. This is a Tirana job with some flexibility, not a fully remote one.

Experience with a subscription or recurring revenue product, where renewal is the number that matters. Experience in a customer success or account management team, ideally one serving customers abroad. Experience working inside an agency, or alongside one, especially white label or subcontracted delivery. A second European language, for example Italian, German or Dutch. Familiarity with hospitality or food service work, since several of our products run in those businesses day to day. Experience standing up a CRM or a support process from nothing, rather than inheriting one that already runs.

Base salary plus a bonus tied to retention and expansion on the accounts you hold. We agree the terms in writing before you start. You define the customer success function here. No CRM, no playbook, no inherited process. What you build is what the company uses. Direct access to the founder. Decisions happen in the same conversation, rather than in a committee. Flexible hours and hybrid working from our Tirana office. We fund the tools the job needs: a CRM, support tooling, whatever the process really needs. Real products with real users, rather than a stack of pitches. What you look after is already live. A clear view of how a small software company in Albania actually runs, because you will sit beside the people who build it.