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Customer Success Manager

2 months ago

København, Denmark Aura Recruit Ltd. Full time

We are looking for a senior CSM who is able to build relationships with our customers' largest clients and build scalable processes for the following areas:

Technical Customer Support
  • Has great knowledge of Technical Customer Support, being able to mentor current employees.
  • Improve current use of Hubspot, for instance via AI Chatbots, and combine it with their Knowledge base.
  • Create standardized templates for the most common questions, saving time for the CS team to focus on more valuable tasks.
Onboarding / Education
  • Improve existing onboarding process by building in-app pop-ups to create a PLG onboarding process, especially for the smallest customers.
  • Implement a software tool migrating all ongoing onboardings into the tool for better transparency and control in the future.
  • Identify missing webinars and best practices for existing customers in terms of leveraging their platform and get help from the organization to create these.
Customer Success Management
  • Be the go-to person for their largest clients - set up meetings on a regular basis and document progress in terms of achievement of client business objectives.
  • Set up dashboards (currently use Custify) to track Health Score for their customers.
  • Create playbooks based on triggers for customers in a downward spiral and track if the largest customers are not using particular value-added features in their platform.

It would be great if this person has had a role as either Head of Customer Success in a SaaS business and has some knowledge of the Fashion industry.

If this sounds interesting, then please apply.

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