Customer Success Manager (Clients & Partners)

Square Software builds custom software, web platforms and mobile apps from Tirana, for clients in Albania, the wider region and 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. You get them set up, you are the name in their inbox when something is wrong, and you are the reason they renew instead of quietly drifting away. Two kinds of counterpart, deliberately: the businesses running our products day to day, and the agencies abroad who resell our build capacity and need us to be easy to work with. We are hiring for this because the relationship work currently 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, so how it gets done will be how you decide to do it.

Onboarding. Take a signed client or partner from agreement to actually using the thing. Set expectations, 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, answers quickly, and never makes anyone re-explain their situation. Chase the answer internally 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, so our reliability is their reputation. Escalation, not diagnosis. Turn "it is broken" into something an engineer can act on, get it to the right person, and own the status update back to the client. You do not have to fix it yourself. Write it down. Account notes, agreed scope, what was promised and when. Most relationship damage is preventable with a written record. Feed what you hear back inward. What clients keep asking for is the most reliable product signal this company has, and nobody is collecting it. Bring it to the weekly review.

Two or more years in customer success, account management, client services, or a support role you outgrew. Software or services background preferred, though a strong hospitality or B2B services record transfers well. Albanian and English, both fluent, written and spoken. Albanian for the clients here, English for the partner agencies abroad, and a lot of this job is writing. Calm under a complaint. The actual skill is staying useful when someone is annoyed and you do not yet have the answer. Organised without being managed. You will hold several accounts, each with its own promises and dates, and nobody will be checking your list for you. Enough technical literacy to understand what our products do, reproduce a problem before escalating it, and avoid promising something impossible. Comfortable saying no, and saying it early. Managing an expectation beats apologising for a missed one. Based in Tirana or willing to relocate. Tirana-based with flexibility, not fully remote.

Experience with a subscription or recurring-revenue product, where renewal is the number that matters. Experience working with or inside an agency, especially white-label or subcontracted delivery. A second European language, particularly Italian, German or Dutch. Familiarity with hospitality or food-service operations, which is where several of our products are used day to day. Experience standing up a CRM or a support process from nothing, rather than inheriting one.

Base salary plus a bonus tied to retention and expansion on the accounts you hold, agreed in writing before you start. You define the function. No CRM, no playbook, no inherited process. What you build is what the company uses. Direct access to the founder. Decisions get made in the same conversation, not in a committee. Flexible schedule and hybrid working. We fund the tools the job needs: CRM, support tooling, whatever the process actually requires. Real products with real users rather than a pipeline of pitches. What you look after is already live.