Customer Success Manager

Funnel; United States; Hybrid; USD 95,000 - 135,000; Full time

Job summary

Funnel is seeking a Customer Success Manager (CSM) to be the primary contact for customers, driving retention and measurable value across onboarding, adoption, business reviews, and renewals. You will own the customer relationship end-to-end and work with cross-functional teams to ensure strategic alignment and success.

Responsibilities include guiding value realization with Funnel Data Hub and Funnel Measurement, pursuing upsell opportunities, maintaining CRM accuracy in HubSpot, and supporting

Qualifications

• 3-5+ years of experience in a client-facing role (Customer Success, Account Management, or similar).
• Strong analytical skills and data-driven approach.
• Experience identifying and mitigating churn risks and navigating commercial discussions.
• Fluency in English; another major European language is a plus.

Responsibilities

• Own Customer Success: onboarding, adoption, and expansion aligned to goals.
• Run Business Reviews: present ROI and value as a strategic partner.
• Drive renewals and growth: lead renewals and upsell/cross-sell opportunities.
• Negotiate and close deals: handle pricing and multi-year agreements.
• Maintain CRM excellence in HubSpot: track renewals and deals.
• Collaborate cross-functionally with Product, Marketing, Solutions, Partner and Sales teams.

Skills

Customer-centric

Revenue-minded

Proactive & Analytical

Resilient and Driven

Organized & Disciplined

Strong communicator

Negotiation

Collaborative

Curious learner

English proficiency

Tools

HubSpot

Job description

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

Задачи:

• 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.

Требования:

• 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.
• 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.

Условия:

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.