Hybrid Customer Success Manager

at MetaCompliance

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, Copenhagen, Denmark

About the role

• Customer Success Manager working directly with MetaCompliance customers across the Nordics, ensuring product satisfaction and maximizing return on investment. Focusing on relationship management and strategic customer engagement.

Responsibilities

• Develop strong relationships with customers, ensuring they are using our products effectively to meet their business goals and achieve maximum return on investment.
• Proactively manage customer accounts to ensure ongoing satisfaction, resolve issues promptly, and address any concerns to prevent cancellations.
• Identify upsell opportunities and work closely with the sales team to drive additional revenue from existing customers.
• Collaborate with customers to ensure high product usage, guiding them through new features and optimizing their experience to drive value.
• Accurately forecast revenue opportunities and potential risks within your customer portfolio, ensuring alignment with company growth objectives.
• Monitor and track key customer metrics including satisfaction, churn rate, upsell revenue, net revenue retention, and product usage.
• Act as a trusted advisor, delivering tailored recommendations to help customers maximize their success with our solutions.
• Collaborate with cross-functional teams (Sales, Product, Support) to ensure customers receive seamless service and support throughout their journey.
• Provide regular updates and reports to senior management on account health, satisfaction levels, and forecasts for future revenue.

Requirements

• At least 2 years of experience in a customer-facing, business-to-business, commercial role, ideally within SaaS, technology, or cyber security industries.
• Proven ability to manage and build relationships with customers while driving retention and upsell opportunities.
• Strong communication and interpersonal skills, with a focus on customer satisfaction and solving business challenges.
• Experience with forecasting, customer success metrics, and identifying opportunities for growth within existing accounts.
• Excellent problem-solving skills and the ability to handle complex customer queries and resolve issues effectively.
• Strong organisational skills, with the ability to manage multiple customers and priorities simultaneously.
• Proficiency in CRM tools and other customer management systems.
• Languages: Essential Languages: Fluent English & Danish
• Preferred Languages: Swedish, Norwegian
• Bonus points (desired, not essential): German, French, Italian & Spanish

Benefits

• Competitive base salary
• Performance-related pay of up to 25% (OTE) of base salary
• Career development opportunities
• Vibrant local offices in Copenhagen, supported by an international presence across Derry, Porto, Leipzig, Marseille, Sweden and Norway — giving you the best of a close-knit team with global reach.