Experienced Customer Success Manager

Relewise; United Kingdom; Remote; GBP 35,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you'll play a pivotal role in enhancing client experiences on a cutting-edge SaaS platform. This position offers the chance to work closely with diverse teams, ensuring smooth onboarding and ongoing support for medium to large clients. You'll be instrumental in driving customer satisfaction and retention, while also identifying opportunities for growth. With a focus on value creation and strong communication skills, you'll bridge technical and non-technical dialogues, making a significant impact on client success. Embrace the opportunity to thrive in a dynamic environment with flexible working options.

Benefits

Flexible working hours

Remote work options

Professional development opportunities

Qualifications

• Experience in SaaS with a focus on customer retention and expansion.
• Strong ability to build long-term customer relationships.

Responsibilities

• Ensure clients maximize their use of the platform through onboarding and support.
• Manage onboarding processes and facilitate business reviews.

Skills

Customer Relationship Management

Communication Skills

Project Management

Technical Understanding

Fluency in Danish

Fluency in English

Job description

Relewise offers a SaaS personalization and search platform utilized by E-commerce and Marketing managers to enhance customer experience (CX) and thereby boost sales and conversion rates. We operate as a headless platform and can seamlessly integrate with any platform through our APIs.

As a Customer Success Manager, you will be an important part of our Customer Success team, ensuring medium to large clients get the most out of our platform. Your role covers the entire customer journey – f rom smooth onboarding with clear documentation and training to thorough QA and go-live checks. You will also support customers after launch, helping them explore additional features to maximize their investment. In this role, you’ll both coordinate and actively participate , working closely with different teams to improve customer experience, satisfaction, and retention.

You will get to:

• Work with experienced Customer Success people and be part of a growing team.
• Consult our clients on how to implement Relewise or adjust their current setup. Have technical and commercial dialogue to constantly improve the value delivered to customers.
• Manage multifaceted onboarding processes as Project Manager, to ensure smooth go-live processes and continuous proactive checks of customers’ implementations.
• Be proactive in making sure our customers meet their go-live deadlines.
• Take active part in business development through continuous customer status meetings, inspiring customers with product news and identifying opportunities for cross-selling and upselling.
• Facilitate quarterly business reviews with customers.
• Work in close collaboration with our sales team to ensure smooth transition from deal won to a successful customer implementation and launch.

We expect you to have:

• Relevant experience within SaaS, focusing on owning revenue in the company, including areas like retention and expansion - NDR growth.
• The capability of building and maintaining strong and long-term customer relationships focused on value creation, taking customers from onboarded to expanded, and engaging key clients effectively.
• A commercial mindset and the ability to spot opportunities that expand the Relewise footprint within the customer while adding value.
• Excellent communication skills, with the ability to effectively interact with both technical and non-technical stakeholders.
• A proficient understanding of technical concepts with the ability to understand and communicate technical ideas effectively – bridging the gap between technical complexities and non-technical stakeholders.
• Experience with facilitating workshops
• Fluency in Danish and English, both orally and written.
• A positive and customer-focused attitude.

It is a bonus if you:

• Have consultancy experience, with a proven track record of successful cross-selling and upselling.
• Are familiar with the combined commercial and technological aspects of the E-commerce ecosystem, as it relates to our platform.

About Relewise:

Founded in 2020, we have spent much time refining our products and onboarding our first customers. We now have proven customer/market-fit with 115+ customers and experience considerable interest from customers and partners in our platform. Therefore, we are looking to further increase the development speed of our platform and the onboarding process of new customers.

We are currently 27 full-time people – most working from our office in Aarhus – but we also have remote colleagues working from elsewhere in Denmark, UK, The Netherlands and Ukraine! The position is full-time and offers flexible working hours as well as remote days. Salary will be based on qualifications.

Sounds interesting?

Apply by sending your application with a motivational letter and CV to [e-mail] .