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Customer Success Manager

2 months ago

København, Denmark Connected Cars AS Full time

We’re looking for a new colleague to join our Customer Success Manager team at our offices in Sydhavn, Copenhagen. You will be part of a small team that is tasked with retaining and growing existing customers.

Connected Cars is on a mission to connect millions of car-owners with their vehicles by hooking into the on-board diagnostics available in every modern car.

Our team consists of around 70 people from diverse backgrounds and nationalities, brought together by a shared belief in team effort, community, and delivering quality products and solutions.

About you

In your current job, you thrive on building long-lasting customer relationships. You know how to take proactive decisions yourself to create momentum while still being a team player.
You are a natural at managing your customer portfolio with an eye for which day-to-day activities affect your customers' experience and business outcomes.
For you, it is second nature to identify and engage with relevant stakeholders around their business objectives. You feel at ease with any level of the customers' organisation.
You are a natural at creating trust regardless of medium - email, phone, video call, or in-person meetings. You know how to collaborate internally to create success for your customers.

About the role

Enterprise Customer Success is all about customer relationships. As our new Customer Success Manager, you’ll be measured on four main metrics:

  • The level and quality of your interaction with customer stakeholders
  • Your portfolio satisfaction and health
  • Long-term drivers of Retention metrics
  • Short to mid-term drivers of Growth metrics - e.g. product adoption and upsell

You will be joining an ambitious team working hard to reach our goals and KPIs. We value professional growth and foster a sense of community. Your closest colleagues are our Product Implementation Managers and Product Support Specialists. Together, we deliver on our brand and sales promise.

You own a portfolio of international customers and work to retain and grow them by ensuring effective product adoption of our solutions after go-live. Day-to-day work is all about creating clear collaboration plans, satisfied customers, and consequently paving the road to renewal and expansion opportunities.

In Customer Success, we work closely with the rest of the company - both Product and Commercial teams. As a company, we are highly collaborative, creative, and professional but keep a light and informal tone. We are results-focused every day and committed to every individual’s growth and the success of the team as a whole. Your role is a key part of this effort.

Key responsibilities:
  • Own a portfolio of international enterprise customers
  • Engage with senior decision makers at the customer to define success and plans of action
  • Own your customers' success and health metrics
  • Own customer retention and growth in your portfolio
  • Work with the rest of the Customer Success teams to create a world-class customer experience
  • Work closely with Sales and Product teams as a customer advocate
As our ideal candidate, you’ll have these skills & experiences:
  • 4+ years of proven track record in Customer Success within B2B SaaS companies
  • Proven experience in owning a portfolio of customers and managing them actively
  • Proven experience in owning and delivering on customer retention and growth targets
  • Technically savvy enough to understand and consult technical customers in their language
  • Experience in collaborating cross-functionally internally to move forward objectives
  • As English is a key working language for us, you must be business proficient in written and spoken English. Written and spoken Danish at a business proficient level or higher is a big plus.
  • Excellent presentation and persuasion skills
  • Willingness to travel for work
Why Connected Cars
  • The opportunity to be part of an industry-leading company with a global reach.
  • A collaborative and innovative work environment that encourages growth and creativity.
  • Competitive salary and an attractive pension scheme
  • Extensive employee discounts schemes on cars, repairs, etc. for yourself and your family
  • Friday bars, monthly social events, affordable lunch scheme, and unlimited snacks in the kitchen.
About Connected Cars

Connected Cars is a Danish auto-tech company that was founded in 2016. We are on a mission to elevate customer loyalty & revenue for organisations operating in the automotive aftersales, leasing, and insurance industries.

With our end-to-end SaaS products and the largest set of diagnostics tester-grade telematics data, organisations worldwide transform their customer management and service operations thus becoming more profitable. We are present on all continents and already connected 200,000+ cars to their workshops.

If this sounds exciting, please apply now We’re looking forward to discussing this role with you.

Application Process:

To apply, please submit your resume and a cover letter via LinkedIn detailing your relevant experience and why you’re the perfect fit for this role.

Connected Cars is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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