Customer Success Manager

Funnel; Stockholms kommun; Hybrid; SEK 550,000 - 750,000; Full time

Benefits offered by this job

Stockholm office

Hybrid work model

Job summary

Funnel is growing and seeks an exceptional Customer Success Manager to be the primary contact for our customers, driving retention and long-term revenue by ensuring measurable value and proactive risk management.

You will own the customer relationship from onboarding to renewals, with GRR and NRR as key metrics, collaborating with Product, Marketing, Solutions, Partner and Sales teams to deliver shared success.

Qualifications

• 3–5+ years in a client-facing role (Customer Success, Account Management, or similar).
• Proven track record of managing customer relationships, driving renewals, and improving customer retention.
• Strong analytical skills and data-driven mindset.
• Excellent written and verbal communication skills.
• Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.

Responsibilities

• Own Customer Success: Onboard, drive adoption, and expand use cases by aligning Funnel’s solutions with marketing and business goals.
• Be a Product Expert in Funnel: train the product, troubleshoot, and advise on best practices.
• Run Business Reviews: understand customer goals, present performance insights, demonstrate ROI, reinforce value.
• Drive Renewals and Growth: lead renewal discussions, mitigate churn, pursue upsell and cross-sell opportunities.
• Negotiate and Close Deals: handle contract negotiations, pricing discussions, multi-year agreements.
• Engage Stakeholders: build relationships with decision-makers and budget owners through stakeholder mapping.
• Ensure CRM Excellence: maintain HubSpot records, track renewals and deals, document interactions, follow processes.
• Stay Proactive: prioritize calls, respond quickly, and introduce new features.

Skills

Customer Success

Account Management

Communication

Negotiation

Analytical thinking

Cross-functional collaboration

English fluency

Tools

HubSpot

Job description

We’re growing our team and looking for an exceptional Customer Success Manager (CSM) to join Funnel.

The Role

As a Customer Success Manager (CSM) at Funnel, you will be the primary point of contact for our customers, combining a strategic, customer-centric approach with strong commercial ownership. Your mission is to drive customer retention and long-term revenue sustainability by ensuring customers realize measurable value from Funnel, proactively managing risks, and building lasting partnerships.

You will own the customer relationship throughout the customer lifecycle - from onboarding and adoption to Business Reviews and renewals - with Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) as your key success metrics.

What You’ll Do

• Own Customer Success: Guide customers through onboarding, drive adoption, and expand use cases by aligning Funnel’s solutions - Funnel Data Hub and Funnel Measurement - with their marketing and business goals.
• Be a Product Expert in Funnel. Ability to train the Funnel product, troubleshoot and advice on best practices in Funnel.
• Run Business Reviews: Build a deep understanding of each customer's business goals and present performance insights, demonstrate ROI, and reinforce Funnel’s value as a strategic partner.
• Drive Renewals and Growth: Lead renewal discussions, mitigate churn risks, and pursue upsell and cross-sell opportunities to grow revenue and strengthen customer relationships.
• Negotiate and Close Deals: Handle contract negotiations, pricing discussions, and multi-year agreements to achieve mutually beneficial outcomes.
• Engage Stakeholders: Build strong relationships with decision-makers, budget owners, and champions through structured stakeholder mapping.
• Ensure CRM Excellence: Maintain accurate HubSpot records, track all renewals and deals, document key interactions, and follow established sales processes.
• Stay Proactive: Prioritize customer calls for quick resolution, maintain a fast email response rate and proactively introduce new features and products.
• Forecast and Plan: Keep forecasts for churn, contraction, and growth accurate and timely to inform business decisions.
• Collaborate and Advocate: Work with Product, Marketing, Solutions, Partner and Sales teams to represent customer needs and contribute to shared success.
• Contribute to Team Growth: Share insights, participate in peer learning, and continuously develop your Funnel technical expertise and sales skills.
• Leverage AI: Utilize existing and emerging AI technologies to enhance operational efficiency and deliver greater customer value.

Who You Are

• Customer-Centric: You deeply understand customers’ marketing stacks and business objectives, ensuring they see measurable value from Funnel.
• Revenue-Minded: You take initiative to identify and close upsell and cross-sell opportunities while building strong, long-term partnerships.
• Proactive & Analytical: You use data and insights to guide decisions, identify risks and opportunities, and deliver actionable recommendations.
• Resilient and Driven: You thrive in a dynamic environment, overcoming challenges with persistence and positivity.
• Organized and Disciplined: You manage your time effectively, balancing customer needs with internal priorities.
• Strong Communicator and Negotiator: You present persuasively, build trust, and handle negotiations with confidence and empathy.
• Collaborative: You work cross-functionally, share knowledge generously, and prioritize the team’s success.
• Curious Learner: You stay ahead of martech trends, product updates, and data innovation to continuously bring value to customers.

Experience and Skills

• 3–5+ years of experience in a client-facing role (Customer Success, Account Management, or similar.)
• Proven track record of managing customer relationships, driving renewals, and improving customer retention.
• Strong analytical skills and technical aptitude with data-driven products.
• Excellent written and verbal communication skills.
• Experience identifying and mitigating churn risks, navigating commercial conversations, and managing a portfolio of existing customers.
• Experience working within the Martech ecosystem is considered an advantage.
• Fluency in English is required; proficiency in another major European language is considered an advantage.

What We Offer

Read more about our Stockholm office and benefits [here]. We are an office-first company, with the flexibility to work from home 1 day per week.