Customer Success Manager

Job summary

This role focuses on driving customer retention and growth by acting as a strategic partner to clients, ensuring they achieve significant outcomes with the platform. The position involves managing a portfolio of accounts, leading commercial conversations, and collaborating with internal teams to deliver complex customer solutions.

Qualifications

• 2–4 years of experience in customer success, account management, or a similar B2B SaaS role
• Proven ability to upsell, cross-sell, and drive revenue growth
• Familiarity with MEDDPICC or similar sales methodologies
• Strong executive presence for engaging with directors and VPs
• Proficient in Salesforce and customer success platforms (e.g., Vitally)
• Project management skills to keep stakeholders aligned
• Data-driven decision-making using health metrics and business data
• Excellent communication skills in English and another North European language (Danish, Swedish, Dutch, or German)

Responsibilities

• Drive retention and growth by owning renewals and identifying expansion opportunities
• Build business cases that demonstrate the platform's impact in customer-specific terms
• Design and execute success plans aligned with customer objectives
• Conduct quarterly business reviews that challenge customer thinking and drive decisions
• Collaborate with internal teams and external partners to achieve customer outcomes
• Maintain accurate data in Salesforce and monitor relevant outcome metrics

Skills

• Strong analytical and data-driven mindset
• Excellent relationship-building skills across multiple organizational levels
• Ability to think proactively about customer needs and opportunities
• Resilience in handling tough conversations and challenges

Education

• Relevant degree or equivalent experience in a related field

Tools

• Salesforce, Vitally (or similar customer success platforms)