Senior Customer Success Manager

1 month ago

Copenhagen, Copenhagen, Denmark Templafy Full time

Copenhagen

About us:
Templafy is the next gen document generation platform that automates all document creation across organizations. Our platform eliminates manual document work allowing companies to drive governance, efficiency and ultimately business results. Templafy supports millions of users and enables over 800 enterprise customers such as KPMG, IKEA, BDO and more.

Founded in Copenhagen, Denmark, in 2014, Templafy's success is built by our 60+ employee nationalities found at offices around the world. We believe when people feel they belong, have a voice, and feel heard, they are happier and perform better, and that way, everyone wins. Our innovation, diversity, and unique product have raised over 200 million in funding from Insight Venture Partners, Seed Capital, Dawn Capital, Damgaard Company and Golub Capital.

Customer Success at Templafy:
Customer Success at Templafy is responsible for guiding customers along the value realization path, ensuring they receive positive ROI on their initial use case and paving the way for expansion to new business units and new use cases. Alongside our colleagues, CS is accountable for Gross Retention Rate and Net Retention Rate. We aim to deliver an excellent enterprise customer experience, responsive to needs and proactive with strategic advice. This requires a deep understanding of our customers' businesses and how Templafy can drive positive business outcomes towards cost savings and revenue generation. It also requires genuine relationship-building such that internal and external stakeholders are keen to spend time with you and meet your requests.

As a team, we aim to grow together, energized by individual and shared accountability. We are mutually responsible for team learning and development, meaning we proactively share knowledge, contribute to team initiatives, and provide constructive feedback with honesty and positive intent.

What you can Expect:
As a Senior Customer Success Manager, you will be working closely with a wide range of exciting companies worldwide and will interact with internal and external stakeholders across different business functions. You will report to the Customer Success Lead, EMEA who in turn reports to the Global VP of Customer Success.

You will fully own your portfolio of ~20-25 global enterprise customers. This means being accountable to your own GRR and NRR. You will work closely with internal stakeholders across Account Management, Solutions Engineering, and Technical Support to achieve your goals. You will become a trusted advisor to your customers, helping them to fully adopt and realize the current and future value of the Templafy solution. You will focus your time and attention on identifying, delivering and proving positive business outcomes (PBOs) for your customers.

Your contributions are critical to Templafy's ability to reach our full growth potential. You can expect to inspire – and be inspired by – the team's energy, ambition and drive to succeed.

Responsibilities:

  • Be empowered to make key decisions about your customer portfolio to meet and exceed GRR and NRR goals
  • Demonstrate ongoing curiosity about our customers, their ways of working, and their pain points, to (re)establish value-oriented Positive Business Outcomes (PBOs)
  • Execute on the delivery of the Templafy solution to achieve PBOs
  • Develop impactful champions within customer organizations, guiding them to "sell" the PBO story internally to other key stakeholders and economic buyers
  • Explore potential new use cases and new stakeholders through continuous discovery, and evangelize value throughout the customer organization
  • Partner with the Account Management team to develop and deliver long-term account plans for retention and expansion into new use cases and new business units
  • Reliably identify at-risk customers and implement proactive measures to address their concerns and ensure satisfaction
  • Quickly develop industry knowledge in order to become a trusted advisor to your customers
  • Collaborate within the CS team, sharing best practices and learnings proactively, including being in-office a minimum of 3X per week
  • Occasional client travel

Desirable Skills, Knowledge And Experience:

  • Bachelor's degree required
  • 6+ years of work experience required, with 3+ years of B2B Customer Success or Account Management experience
  • Experience engaging with and presenting to external senior-level stakeholders (VP and above) at Fortune 500 companies
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Self-motivated with a business-oriented and customer-focused mindset
  • Exemplary communication, presentation and client engagement skills
  • Experience with Salesforce preferred
  • English language fluency is required; other foreign languages would be an asset

Templafy is a workplace of belongingness. To us this means that you have a voice, you dare to speak up, and your voice is heard. We focus on offering an environment that allows all employees to feel that they belong regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or other status.

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