Hybrid Customer Success Manager, Multi-Lingual

at MetaCompliance

• Job title: Customer Success Manager, Multi-Lingual
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: £45,000 - £55,000 per year
• Degree requirement: No Education Requirement
• Tech skills: Cyber Security
• Location requirements: Hybrid, Stockholm, Sweden

About the role

• Customer Success Manager ensuring customers' successful use of products for maximum ROI. Managing relationships, upselling opportunities, and monitoring customer satisfaction levels in the Swedish market.

Responsibilities

• Develop strong relationships with customers, ensuring they are using our products effectively to meet their business goals and achieve maximum return on investment.
• Proactively manage customer accounts to ensure ongoing satisfaction, resolve issues promptly, and address any concerns to prevent cancellations.
• Identify upsell opportunities and work closely with the sales team to drive additional revenue from existing customers.
• Collaborate with customers to ensure high product usage, guiding them through new features and optimizing their experience to drive value.
• Accurately forecast revenue opportunities and potential risks within your customer portfolio, ensuring alignment with company growth objectives.
• Monitor and track key customer metrics including satisfaction, churn rate, upsell revenue, net revenue retention, and product usage.
• Act as a trusted advisor, delivering tailored recommendations to help customers maximize their success with our solutions.
• Collaborate with cross-functional teams (Sales, Product, Support) to ensure customers receive seamless service and support throughout their journey.
• Provide regular updates and reports to senior management on account health, satisfaction levels, and forecasts for future revenue.

Requirements

• At least 2 years of experience in a customer-facing, business-to-business, commercial role, ideally within SaaS, technology, or cyber security industries.
• Proven ability to manage and build relationships with customers while driving retention and upsell opportunities.
• Strong communication and interpersonal skills, with a focus on customer satisfaction and solving business challenges.
• Experience with forecasting, customer success metrics, and identifying opportunities for growth within existing accounts.
• Excellent problem-solving skills and the ability to handle complex customer queries and resolve issues effectively.
• Strong organisational skills, with the ability to manage multiple customers and priorities simultaneously.
• Proficiency in CRM tools and other customer management systems.
• Essential Languages: C1/C2 Fluent English & Danish
• Preferred Languages: C1/C2 Swedish, Norwegian
• Bonus points (desired, not essential): German, French, Italian & Spanish.

Benefits

• Performance-related pay of 25% (OTE) of base salary
• Career development opportunities