Senior Customer Success Manager (Copenhagen)

Job summary

The Senior Customer Success Manager is responsible for managing a portfolio of the company's largest and most complex enterprise accounts. This role involves serving as a strategic advisor, ensuring customer success through effective implementation and engagement with the company's platform.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Client Services within an Enterprise or Strategic B2B SaaS environment.
• Proven track record of managing complex, high-value accounts and driving measurable business outcomes.
• Strong project management experience across multi-threaded, high-priority initiatives.
• Experience in or with Life Sciences organizations is preferred; Medical Affairs or Clinical experience is a plus.

Responsibilities

• Serve as the primary strategic point of contact for assigned enterprise accounts, ensuring alignment on objectives and long-term success.
• Build relationships with senior stakeholders, positioning the company as a critical partner.
• Own account strategy, including implementation plans, success metrics, and expansion opportunities.
• Lead executive business reviews, articulating performance against KPIs and strategic impact.
• Identify risks and opportunities, taking action to mitigate churn and drive growth.
• Design and deliver tailored training sessions that align the company's capabilities with client needs.
• Analyze usage data and customer feedback to identify trends and optimization opportunities.
• Collaborate with internal teams to ensure a seamless customer experience.

Skills

• Strong executive presence and communication skills.
• Ability to balance strategic thinking with tactical execution.
• Proactive and organized, capable of managing ambiguity.

Education

• Relevant degree preferred but not specified.

Tools

• Familiarity with customer success platforms and data analysis tools is beneficial.