Product-Centric Customer Success Manager

Puzzel AS; København; Hybrid; DKK 523,000 - 822,000; Full time

Job summary

Puzzel seeks a Product Customer Success Manager to own a portfolio of customers across Europe, combining CS excellence with product know-how. You’ll drive adoption, value realization and renewal readiness while collaborating with Nordic and European organisations.

Onboarding support, a product buddy and hands-on time in a real environment help you succeed. You’ll demonstrate value, lead structured discovery, and tailor success plans to connect customer objectives with Puzzel capabilities,

Qualifications

• 5+ years in Customer Success within SaaS/CCaaS with multi-product expertise and a track record of using product knowledge to improve customer outcomes.
• Strong appetite to own and demonstrate product value to customers.
• Solid understanding of contact centre operations and how platform capabilities affect performance.
• Experience leading structured discovery and owning Success Plans, adoption programmes, GRR, NRR and churn.
• Familiarity with Planhat or a similar CS platform.

Responsibilities

• Own customer outcomes as the post-sales owner for an assigned portfolio, ensuring adoption, value realization, risk and renewal readiness.
• Develop detailed Success Plans tying customer objectives to Puzzel capabilities, actions, owners and milestones.
• Be the product expert across the Puzzel portfolio and translate capabilities into customer value.
• Lead discovery and adoption, identify barriers to value, and drive optimization programmes.
• Use usage and operational data to identify risks and opportunities, and act on findings.
• Run customer reviews and quarterly/annual business reviews to keep customers engaged.
• Coordinate with Technical CSMs, Product, Support and Services to feed back structured product feedback.

Skills

Customer Success

SaaS

Account Management

Discovery & Adoption

English fluency

Tools

Planhat

Job description

Puzzel seeks a Product Customer Success Manager to own a portfolio of customers across Europe, combining CS excellence with product know-how. You’ll drive adoption, value realization and renewal readiness while collaborating with Nordic and European organisations.

Onboarding support, a product buddy and hands-on time in a real environment help you succeed. You’ll demonstrate value, lead structured discovery, and tailor success plans to connect customer objectives with Puzzel capabilities,