Customer Success Manager UK

Famly Aps; København; On-site; DKK 420,000 - 660,000; Full time

Job summary

Famly is seeking a Customer Success Manager to nurture and grow SMB customers across the UK and Nordics. The role is based in Copenhagen, on-site, and will partner with Onboarding, Sales, Advisory, and Product teams to ensure customers realise value from Famly in their first year and beyond.

You will be an advocate for customers, use data to drive decisions, and collaborate with AI tools to optimise workflows and outcomes.

Responsibilities

• Own the Relationship: Serve as the primary contact for your SMB portfolio, building trust-based relationships with key decision-makers.
• Drive Retention & Growth: Proactively manage churn risk with data-led check-ins and account reviews to ensure customer outcomes.
• Be a Product Expert: Educate clients on Famly’s features and gather feedback for value and adoption.
• Expand our Footprint: Identify upsell/cross-sell opportunities in collaboration with Sales for Net New ARR growth.
• Act as an Internal Advocate: Channel customer insights to drive product/service improvements.
• Collaborate Seamlessly: Work with Onboarding, Sales, Advisory, and Product for a smooth first-year experience.

Skills

Relationship building

Problem solving

Data-driven

Analytical skills

CRM proficiency

Tools

CRM

Job description

• On-site
• Copenhagen, Hovedstaden, Denmark
• Customer Experience

Job description

Are you a Relationship Builder and a Problem Solver who thrives on helping small businesses succeed? Do you get a buzz from turning happy customers into long-term partners? Famly is looking for a proactive, data-driven Customer Success Manager to nurture and grow our existing Small-to-Medium Business (SMB) customers across the UK and Nordics.

What you’ll be doing

As a trusted advisor , your mission is to ensure our SMB customers - from single sites to growing small groups - are maximising the value they get from Famly.

• Own the Relationship: Serve as the primary point of contact for your portfolio of accounts, building meaningful, trust-based relationships with key decision-makers and stakeholders.
• Drive Retention & Growth: Proactively manage churn risk by analysing client usage patterns, conducting regular, data-led check-ins, and facilitating account reviews to ensure customers are achieving their desired outcomes.
• Be a Product Expert: Educate clients on Famly’s features and tools, acting on feedback to suggest proactive solutions that meet their goals and lead to maximum value and adoption.
• Expand our Footprint: Identify opportunities to upsell and cross-sell relevant features and services , partnering with our Sales team to contribute to Net New ARR growth.
• Act as an Internal Advocate: Gather customer insights and serve as the voice of the customer internally, tracking feedback to drive continuous improvement in our products and service delivery.
• Collaborate Seamlessly: Work closely with our Onboarding, Sales, Advisory, and Product teams to ensure a smooth, end-to-end customer experience , particularly through the crucial first year of using Famly.

Job requirements

What excites you

Impact on the Bottom Line: You'll directly contribute to our overall ARR growth, retention rates, and upsell revenue targets - your success is our success.

Data as Your Guide: You'll use strong analytical skills and data proficiency to maintain accurate account records in our CRM , identifying where to maximise your time for the greatest portfolio impact.

AI as Your Teammate: You'll embrace AI tools like Claude as a core part of your daily workflow and join weekly AI Lab sessions where as a team, we can learn and experiment together.

Challenge & Growth: You'll thrive in a fast-paced, dynamic environment , bringing your positive attitude and adaptable nature to inspire confidence in your clients and teammates.

Genuine Empathy: You'll excel because you genuinely care about understanding and solving client challenges , using a proactive and resourceful mindset to anticipate needs and find creative solutions.

What excites us

Someone who is ready to build lasting partnerships and drive success

• Exceptional Communicator: You have proven, exceptional communication and interpersonal skills , allowing you to engage effectively with all stakeholders.

• Collaborative Team Player: You know that the team is crucial for personal success. You always go above and beyond to support your teammates and are experienced working across different departments.
• Data and CRM Savvy: You have strong analytical skills and proficiency with CRM and data analysis tools to assess account performance and spot growth opportunities.
• Results-Driven Focus: You have a track record of being results-oriented , thriving on achieving goals and driving both client and business success.
• Proactive Prioritiser: You have the ability to prioritise and manage multiple accounts effectively, ensuring you mitigate churn while driving growth

You’ll be working with

A team of friendly, boisterous CSMs and Onboarding Specialists who are dedicated to their customers, who pick each other up on tough days and never stop pushing the limits. We come from all over the world, but what connects us is our passion for what we do - and the joy of doing it together. Expect high energy, tons of support, a few (OK, many) Slack GIFs, and an obsession with both hitting goals and having a good time.

About Famly

At Famly, we're on a mission to give children the best possible start to life by supporting the people who make that happen every day: early-years professionals.

It all started when our co-founder Henrik dropped off his daughter at daycare and realised how much was still being done with pen and paper—and how distant that made him feel from her day. Together with Anders, now our CEO, they set out to build software that bridges that gap.

Today, Famly is used by 34,000+ childcare professionals and hundreds of thousands of parents to:

• Communicate in real-time
• Reduce admin stress
• Improve planning, pedagogy, and finances
• And ultimately, give more time to the little ones that matter most

Want to help us do even more of that? We’d love to have you.

Why you’ll love working at Famly

• You’ll be surrounded by clever, kind people who support each other
• We give you ownership, the freedom to try new things, all backed by trust
• Top-tier equipment (noise-cancelling headphones included)
• Onsite learning from peers, leaders and coaches as well as regular team and company activities
• Ongoing personal and professional development beyond sales skills
• A mission you can believe in, and see the impact of daily

In the Copenhagen HQ, we also have:

• Daily buffet, a well-stocked drinks fridge, and “the most office snacks in Copenhagen, probably!”
• Plenty of social activities... board game nights, go climbing with colleagues, themed Friday bars, big quarterly social events, team fun with dinners out, office BBQs, and more!

The interview process

• Intro call with Ellie, the team’s People Partner
• Rational thinking test (We use the GIA by Thomas.co)
• Interview with Naomi, Head of Customer Success, UK
• Case study presentation and interview with Naomi and another team member
• Final interview with Matt, UK General Manager
• Reference check

We move fast and keep it human throughout.

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.