Enterprise Customer Success Manager (Copenhagen)

Job summary

The role of Enterprise Customer Success Manager focuses on managing high-tier accounts in the French market, ensuring customer success and retention through strategic partnerships and tailored success plans. This position is based in Copenhagen, where the dedicated French team operates onsite.

Qualifications

• Fluent in French and proficient in English.
• Strong experience in Customer Success or Account Management within a SaaS or technology environment.
• Good understanding of the digital advertising/search marketing industry is preferred.

Responsibilities

• Lead post-sale alignment and onboarding for high-tier accounts, ensuring a smooth transition and establishing strong relationships.
• Translate technical usage data into compelling ROI narratives to demonstrate product value.
• Maintain customer health and address risks proactively to achieve high Gross Renewal Rate (GRR).
• Design bespoke success plans to mitigate churn risks and identify growth opportunities.
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results.
• Serve as the primary executive contact for high-tier accounts, addressing complex product value and onboarding issues.
• Synthesize customer needs into insights that inform the product roadmap.
• Identify bottlenecks in the Customer Success workflow and propose improvements.

Skills

• Strong communication and relationship-building skills across multiple stakeholder levels.
• Advanced proficiency in data interpretation to secure portfolio health and growth.
• Solution-seeking mindset with a focus on optimizing internal workflows.
• Exceptional organizational skills in high-volume settings.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with CRM software and data analysis tools is advantageous.