Customer Success Manager (SaaS, Nordics)

Job summary

This role focuses on driving customer value, adoption, and growth in the Nordic region by acting as a trusted advisor to clients, ensuring they achieve measurable outcomes with the company's solutions.

Qualifications

• Approximately 5+ years of experience in Customer Success or related fields.
• Strong understanding of customer value and lifecycle management.
• Proven experience in managing projects and complex stakeholder environments.
• Proficient in Excel, PowerPoint, and Word.
• Commercial mindset with strong business awareness.
• Familiarity with Customer Success tools such as HubSpot or Gainsight is advantageous.
• Bonus: Experience with Microsoft FO/BC ISV ecosystem or CFO/Supply Chain domains.

Responsibilities

• Oversee customer onboarding, adoption programs, and success planning.
• Define success metrics and monitor measurable outcomes.
• Build and maintain strong executive-level relationships with strategic customers.
• Serve as a trusted advisor and escalation point for customer issues.
• Represent the company as a brand ambassador with a customer-first approach.
• Understand customer priorities and align solutions with their business goals.
• Execute strategies to enhance adoption, satisfaction, and retention.
• Collaborate with Sales and cross-functional teams to support customer success initiatives.
• Identify and facilitate upsell and cross-sell opportunities.
• Drive expansion through increased solution adoption and additional offerings.
• Proactively manage at-risk accounts and develop recovery strategies.
• Address churn and downsell scenarios with clear reporting on ARR impact.
• Track key metrics such as customer health, churn, CSAT, and upsell ARR.
• Utilize insights to refine strategies and improve outcomes.
• Incorporate customer feedback into product and service enhancements.
• Help optimize processes, playbooks, and tools to scale Customer Success efforts.

Skills

• Strong communication and organizational skills.
• Ability to build trust and collaborate effectively across teams and stakeholders.
• Proactive problem-solving mindset with a focus on practical solutions.
• Strong work ethic and ability to anticipate needs.

Education

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

Tools

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word).
• Familiarity with Customer Success management tools (e.g., HubSpot, Gainsight).