Customer Success Associate to Web Manuals

Web Manuals; Malmö kommun; On-site; SEK 420,000 - 540,000; Full time

Job summary

Web Manuals in Malmö seeks a Customer Success Associate to onboard customers and drive adoption of our SaaS platform. You’ll own onboarding projects, nurture relationships, and identify growth opportunities to ensure customers stay and expand.

You’ll collaborate with a cross-functional team to deliver value, manage customer workflows, and communicate product updates. Fluency in English is essential, and you’ll thrive in a fast-paced, international environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in a similar role.
• Fluency in English (spoken and written).
• Strong communication and interpersonal skills.
• Comfort with picking up new software and systems.
• Commercial drive and growth mindset.

Responsibilities

• Plan and run onboarding projects for customers, ensuring timely delivery and satisfaction.
• Own a portfolio of smaller accounts, driving success and identifying growth opportunities.
• Drive renewals and upsell opportunities to increase account value.
• Learn customers’ workflows and goals to maximize product value.
• Build long-term relationships through regular check-ins, meetings, and on-site visits.
• Keep customers updated on product releases and new features.
• Collaborate with cross-functional teams to advocate for customer needs and product improvements.
• Maintain accurate customer data in CRM and internal systems.
• Handle invoicing of licenses and project fees per processes.
• Escalate complex questions to the team manager when needed.

Skills

Customer-focused

Communication skills

Time management

Problem-solving

Structured working style

Team collaboration

Commercial mindset

Education

Bachelor's degree or equivalent

Job description

At Web Manuals, we’re redefining aviation with our state-of-the-art SaaS solutions. Our mission? To revolutionize how aviation professionals work while reaching new heights of innovation and service. As a bootstrapped company, we chart our own course, breaking barriers and setting our sights on the stars and beyond. We’re proud to offer an environment where you can soar, both professionally and personally, and explore a world of opportunities within an international team. With offices in Malmö (HQ), San Diego, New York, Sydney, Singapore and Barcelona, we’re growing rapidly. Now, we’re on the hunt for a Customer Success Associate to join our team in Malmö!

About The Role

As a Customer Success Associate, you’ll help our customers get the most out of the Web Manuals product suite, from their first day as a customer and onward. You’ll take part in onboarding projects, build your own customer relationships, and make sure our customers feel supported every step of the way. Your goal is to make sure customers not only stay with us, but grow with us. The better you know your customers, the better you’ll spot where Web Manuals can help them do even more. You won’t be doing this alone. You’ll have a knowledgeable and experienced team by your side to support you as you learn and grow in the role. This is a great opportunity for someone who loves working with people and wants to make a real impact on both our customers and our company’s growth.

Your key responsibilities

• Plan and run customer onboarding projects, making sure they’re delivered on time and leave customers happy
• Take ownership of a portfolio of smaller customer accounts with lower ARR, driving their success and identifying opportunities for growth and expansion
• Drive renewals and grow the value of your accounts by identifying and closing upsell opportunities
• Get to know your customers’ workflows, challenges and goals so you can help them get maximum value from our platform
• Build long-term relationships with customers through regular check-ins, meetings and on-site visits
• Keep customers up to date on product releases, new features and upcoming events
• Work with other teams to advocate for customer needs and help drive product improvements
• Keep customer information accurate and up to date in our CRM and internal systems
• Handle invoicing of licenses and project fees according to our processes
• Escalate more complex or commercial questions to your team manager when needed

What we're looking for

• A bachelor’s degree or equivalent practical experience
• Experience in a similar role
• A customer-first mindset and a genuine interest in understanding what customers need
• Strong communication and interpersonal skills
• Fluency in English, both spoken and written
• A technical aptitude and a problem-solving mindset, and comfort picking up new software and systems
• A structured way of working, so you can manage your time and keep several tasks moving at once
• You thrive in a fast-paced, evolving environment and enjoy working with others to reach shared goals
• A commercial drive and a natural eye for opportunities. You enjoy turning great customer conversations into growth.

Other information

• Start date: ASAP
• Location: Malmö
• Work extent: Full time
• Travel: Regular customer visits and occasional internal events
• As part of our recruitment process, we use the Predictive Index (PI) assessment to ensure a great fit between your skills and our company culture.

Curious about what it’s like to work at Web Manuals? Check out our new Instagram account and visit our About us page!