Job summary
This Customer Success Manager role focuses on managing relationships and driving growth within a portfolio of small and medium business (SMB) customers in a software company. The position emphasizes customer lifecycle management, improving retention and expansion outcomes, and acting as a trusted advisor by understanding and addressing client needs primarily through digital collaboration and engagement in English. Experience with SaaS products and customer success tools is essential, and additional language skills in French or Spanish are a plus.
Location and work setup
- Location
- Bergen
- Work setup
- Remote
Responsibilities
Manage the post-onboarding relationship with SMB customers, focusing on key performance indicators such as customer health, retention, and growth. Build trusted partnerships to understand customer objectives and help achieve their goals. Collaborate and share insights with the broader Customer Success team. Represent customer feedback internally to product, sales, and leadership teams, driving enhancements in customer experience. Maintain detailed and accurate records using Customer Success software. Proactively engage with customers to assess priorities and identify opportunities for further adoption and value realization of the platform. Advocate for customers by documenting their requests and challenges, contributing to continuous service improvement.
Qualifications
Minimum 1-2 years of experience in B2B customer success with direct responsibility for managing a customer portfolio. Strong ability to learn and prioritize complex technical processes. Professional and comfortable engaging with executives, with excellent verbal and written communication skills in English. Proven organizational skills with the ability to manage multiple priorities and deadlines effectively. Proficient with Google Workspace and Salesforce. Mandatory experience in SaaS environments. Fluency in French or Spanish is advantageous but not required.