Senior Customer Success Manager in a tech/SaaS firm developing customer relationships. Managing a portfolio, acting as a strategic partner and ensuring customer benefit in hybrid role in Stockholm.
About the role
- Customer Success Manager guiding mid-market and large enterprises through every stage of their journey. Ensuring measurable outcomes and long-term value realization with Bolster's AI-driven SaaS platform for fraud protection.
Responsibilities
- Drive value realization by aligning Bolster’s solutions with customer outcomes — continuously uncovering use cases and opportunities to expand adoption.
- Own a portfolio of enterprise and mid-market customers, ensuring success across varied business needs and engagement styles.
- Serve as a trusted advisor — leading Executive Business Reviews, sharing best practices, and ensuring customers gain measurable value from Bolster.
- Act as a first line of support for key accounts, triaging issues, guiding troubleshooting, and collaborating with Engineering and Support to ensure rapid resolution.
- Communicate across channels (Slack, Zoom, email, ticketing, and community forums) while balancing multiple customer priorities with poise.
- Collaborate cross-functionally with Sales, Product, Engineering, and Marketing to deliver a seamless customer experience.
- Identify patterns and insights across your customer base — surfacing common challenges, feature requests, and success stories to inform product development.
- Contribute to scalable success by crafting playbooks, templates, and customer-facing resources.
- Champion adoption, expansion, and renewal, driving customer satisfaction and growth across your book of business.
Requirements
- 4+ years of experience in Customer Success, Account Management, or Strategic Consulting, ideally in enterprise SaaS or security technology.
- Demonstrated success managing enterprise and mid-market customers with complex technical use cases.
- Curious, proactive, and resourceful — you don’t wait for answers; you seek them out and share what you learn.
- Comfortable acting as a first responder to customer questions or issues; you know when to solve independently and when to escalate.
- Strong ability to multi-task and prioritize in an omnichannel, fast-moving environment.
- Excellent communication and storytelling skills — able to translate technical concepts into business outcomes.
- Strong interpersonal skills and experience building trust-based, long-term customer relationships.
- Track record of operating with outcome-based thinking — focusing on measurable success for both the customer and the business.
Benefits
- Excellent medical, dental, and vision insurance
- Flexible time off + paid holidays.
- Equity + 401(k) plan
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