Customer Success Advisor guiding clients through challenges and needs in the online world. Providing technical and customer support while receiving quality onboarding and training.
About the role
- Customer Success Manager focused on customer satisfaction and retention in Porto. Engaging clients to boost product usage and drive upsell opportunities within SaaS industry.
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.
- C1/C2 Fluent English & Danish
- Preferred Languages: C1/C2 Swedish, Norwegian
- Other useful, non-essential languages: German, French, Italian & Spanish
Benefits
- Performance-related pay of 25% (OTE) of base salary
- Healthcare
- Career development opportunities
- Fun all-company events
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