Customer Success Manager

Job summary

As a Customer Success Manager, you will serve as a trusted advisor throughout the customer journey, focusing on driving adoption, satisfaction, retention, and long-term success for clients. You will establish strong relationships with key stakeholders to ensure customers derive measurable value from their investments.

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, Consulting, or a similar customer-facing role within SaaS.
• Proven ability to build trusted relationships with customers at various organizational levels, including executives.
• Strong communication, presentation, and stakeholder management skills.
• Customer-centric mindset with a passion for helping customers achieve their business goals.
• Ability to manage multiple customers and priorities simultaneously.
• Experience working collaboratively in a cross-functional environment.
• Fluent in Danish and English.

Responsibilities

• Build and maintain strong relationships with assigned customers, acting as a trusted advisor.
• Drive customer adoption, engagement, and value realization across solutions.
• Develop and execute Customer Success Plans aligned with customer goals.
• Conduct regular business reviews and other value-focused engagements.
• Monitor customer health, identify risks, and implement mitigation plans.
• Advocate for customers internally and collaborate with Sales, Support, Product Management, and Professional Services teams.
• Own and drive customer renewal processes to ensure successful retention outcomes.
• Identify expansion opportunities and partner with Sales for upsell and cross-sell initiatives.
• Maintain accurate customer records and success metrics within CRM systems.
• Contribute to the continuous improvement of Customer Success processes and tools.

Skills

• Experience with enterprise customers is a plus.
• Understanding of IT management, service management, or enterprise software solutions is beneficial.
• Familiarity with customer success methodologies and customer health frameworks.
• Knowledge of AI-driven customer engagement tools is advantageous.

Education

• Relevant educational background in a related field is preferred.

Tools

• Proficiency in CRM and business systems for maintaining customer records.