Customer Success Manager – DACH Markets

About the job

Are you a customer success professional with a focus on building relationships with customers? Would you like to join a fast-growing scale-up company with the vision of building trust and transparency between people, institutions, and companies?

Who are we looking for?

The Customer Success Manager at Impero is seen as the face of the organization for the customers assigned to them. Maintenance and happiness of that customer is a core focus of this role. The CSM is responsible for the life of the account post onboarding; therefore, good relationship building skills are a must.

The tasks of this role include but are not limited to introduction kickoffs, consistent check-in meetings (creation of meetings as well as hosting meetings on a consistent scheduled basis), support of account, and aid in conversations related to renewal and uplift.

Who are we?

We're an ambitious scale-up SaaS company listed on Nasdaq First North, providing an easy-to-use compliance management platform to larger organizations. In essence, we are here to increase trust and transparency.

The Impero platform enables companies to easily manage compliance through risk and control management, documentation, and reporting.

What would be your key responsibilities?

As a Customer Success Manager at Impero, you will build relationships with and guide our customers in the DACH market.

Your responsibilities will include:

• Take the lead, guiding customers every step of the way toward true customer success.
• Create and manage a customer success program to proactively support customers, ensuring they get the guidance they need to achieve the desired outcomes with our product.
• Deep understanding of the Impero platform with the ability to demo.
• Provide support to customers while using the tool. This includes collaborating closely with our support team to resolve queries and deliver added value to our customers.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to identify and address customer needs and drive customer satisfaction.
• Analyze customer feedback and metrics to identify areas for improvement and drive continuous improvement in customer support, onboarding, and success programs.
• Help develop and maintain training/support materials for customers, including user guides, tutorials, and FAQs.
• Stay up-to-date on industry trends and best practices in customer support, onboarding, and success, and apply this knowledge to continuously improve our processes.
• Consistently stay up to date with knowledge of compliance standards and best practices, which is key to success in this role.
• Working knowledge of HubSpot and Pendo is strongly recommended but not required.

Your essential skills and experience

• 3+ years of experience in a customer success role, including at least one year in SaaS.
• Proven experience in customer support, relationship management, and/or success.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, cross-functional teams, and senior leaders.
• Strong analytical and problem-solving skills, with the ability to collect, analyze, and interpret customer data to drive continuous improvement.
• Experience in the compliance management industry is a plus.
• Flexibility and a 'go with the flow' attitude towards an ever-changing environment.
• Written and spoken German and English is a requirement for this job.

At Impero, we value teamwork, creativity, and a drive for success. If you are a self-starter with a passion for helping customers achieve their goals, please apply

Location

Denmark (on-site) at our office in Aarhus or Copenhagen.

We offer flexible working arrangements, yet we love to see our colleagues at the office for everyday activities and when we gather the entire team for team-building activities and learning experiences. At our centrally located office in Copenhagen, we also offer lunch and the companionship of our charming office dog(s).

If you have questions about the job, please contact our Customer Success Director, Giselle Brun, at gb@impero.com.

Apply for the position by sending your resume and application to gb@impero.com, labeling it "Customer Success Manager – DACH".

Please note

Please note that we are screening and interviewing on an ongoing basis.

Impero is an equal opportunity employer. All aspects of employment, hiring, and promoting are based on merit and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity, or expression.

Please be aware that if hired, as part of our background check, we require a copy of your criminal record. We do that to ensure that we remain a trusted service provider and partner as well as to comply with relevant compliance requirements.

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