Customer Success Manager (SaaS, Copenhagen)

Job summary

This role involves managing customer relationships and ensuring satisfaction with products in the Human Risk Management and Cyber-Awareness sector. The position focuses on maximizing customer retention and upsell opportunities while accurately forecasting revenue from a designated portfolio.

Qualifications

• Minimum of 2 years in a customer-facing B2B role, preferably in SaaS, technology, or cybersecurity.
• Proven track record in relationship management and driving customer retention.
• Strong communication skills with a focus on customer satisfaction.
• Experience in forecasting and customer success metrics.
• Excellent problem-solving abilities and organizational skills.
• Proficient in CRM tools and customer management systems.

Responsibilities

• Build and maintain strong customer relationships to ensure effective product usage and ROI.
• Proactively manage accounts to enhance satisfaction and resolve issues.
• Identify and pursue upsell opportunities in collaboration with the sales team.
• Guide customers through product features to optimize their experience.
• Monitor key customer metrics such as satisfaction and churn rate.
• Act as a trusted advisor, providing tailored recommendations for customer success.
• Collaborate with cross-functional teams to ensure seamless customer support.
• Provide updates to senior management on account health and revenue forecasts.

Skills

• Fluent in English and Danish; knowledge of Swedish or Norwegian is preferred.
• Additional languages such as German, French, Italian, or Spanish are a plus.

Education

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

Tools

• Proficiency in CRM tools and customer management systems.