About the Role

We are looking for a strategic, people-first Customer Success Manager to nurture long-term client partnerships across industries and ensure continued success beyond project delivery. You will act as the primary point of contact for key client accounts—responsible for onboarding, ongoing relationship management, and identifying future growth opportunities. While Project Managers focus on day-to-day project execution, your role ensures that the overall relationship remains strong, value-driven, and aligned with the client’s broader goals.

Key Responsibilities

• Serve as the main relationship owner for assigned client accounts across various sectors (tech, public, finance, etc.)
• Lead client onboarding in collaboration with Project Managers to ensure a smooth project handoff
• Stay engaged with the client throughout the full lifecycle—not just during active projects
• Identify client business goals and pain points, and match them with relevant Ptera.tech solutions (AI, cloud, DevOps, digital platforms, etc.)
• Collaborate with Project Managers during change requests and scope adjustments to ensure alignment on value and delivery impact
• Conduct regular client check-ins, QBRs (quarterly business reviews), and satisfaction surveys
• Proactively spot upsell or cross-sell opportunities and coordinate with relevant service teams
• Represent the client internally and advocate for their evolving needs across delivery, design, marketing, and technical teams
• Stay informed on industry trends, client competitors, and emerging technologies relevant to Ptera services
• Coordinate with internal stakeholders to resolve escalations and maintain client satisfaction and retention
• Maintain CRM documentation and account health updates

Required Skillset & Qualifications

• Proven experience in client relationship management, customer success, or account management, preferably in a tech company
• Strong communication and interpersonal skills with the ability to build trusted client relationships
• Business-minded with a consultative approach—able to identify opportunities and position solutions
• Comfortable collaborating with technical and non-technical teams
• Familiarity with digital services including cloud, AI, platform development, or managed IT
• Excellent organizational and time management skills
• Strong English language skills (written and verbal)
• Bachelor’s degree in Business, Marketing, Technology, or a related field

Nice to Have

• Experience working with software or digital product teams
• Familiarity with tools like Jira, Confluence, or CRM platforms
• Prior experience managing international clients
• Background in business consulting or strategic account planning

What We Offer

• International working environment with offices in Prishtina and New York.
• Collaboration with global brands and companies.
• Attractive office spaces and workstations with state-of-the-art equipment.
• Healthy snacks and refreshments.
• Competitive salary.
• A young and dynamic team with an enormous spirit.
• Comprehensive benefits packages.