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Customer Success Manager

3 weeks ago

Copenhagen, Copenhagen, Denmark Silktide Ltd Full time
Who is Silktide?

Silktide's mission is to make the web better for everyone .

Organizations around the world use the Silktide platform to help deliver great web experiences that are accessible to all. Our customers include Fortune 500 Global companies, universities, local and state government agencies.

Silktide is self-funded and is more than doubling in size each year. Joining us now will mean you'll be a big part of our growth and your career can skyrocket alongside our success.

What we're like

Our customers love us (4.8 on G2) and our staff are pretty happy, too (4.8 on Glassdoor).

We believe in giving our team the freedom to innovate and make a real impact. We value creativity and initiative, allowing you the space to own your work and push boundaries.

What you will be doing

As a Customer Success Manager, you'll focus on ensuring our customers achieve meaningful outcomes through Silktide. You'll lead onboarding, drive adoption, and deliver strategic support across the customer lifecycle—helping customers realize ongoing value from the platform.

You will:

  1. Deliver tailored onboarding and training sessions to ensure customers are set up for success
  2. Serve as a trusted advisor for named accounts, offering strategic guidance and product expertise
  3. Respond to customer queries through Intercom and provide proactive support that helps them reach their goals
  4. Maintain strong customer health by monitoring engagement and usage, and taking action where needed
  5. Identify opportunities for expansion and collaborate with Account Managers to support growth initiatives
  6. Champion long-term customer success by demonstrating consistent ROI and helping reduce churn
  7. Recommend consultancy services or audits to support accessibility and compliance efforts
  8. Contribute to social proof through G2 reviews, testimonials, and case studies that showcase customer impact
Where you will be working

This is a hybrid role based in Copenhagen, Denmark. You will work three days a week from our super cool, Downtown Copenhagen office.

You should join us if:
  1. You have 2+ years of experience in a Customer Success or client-facing SaaS role, with a proven ability to build strong relationships and earn customer trust.
  2. You excel at simplifying complex concepts for both technical and non-technical audiences, and enjoy delivering tailored onboarding and training sessions to ensure customer success.
  3. You are proactive, organized, and can manage multiple accounts while continuously monitoring customer health, identifying opportunities for growth, and taking action to ensure engagement and retention.
  4. You are fluent in English and a Nordic language (Swedish, Danish, Norwegian, Finnish, or Icelandic).
  5. You live in or close to Copenhagen.
  6. You thrive as a trusted advisor, providing strategic guidance, product expertise, and identifying value-driving opportunities to help customers achieve measurable ROI.
  7. You're technically curious, passionate about problem-solving, and committed to driving long-term customer success by reducing churn and championing customer impact through social proof, such as G2 reviews and case studies.
You should not join us if:
  1. You're uncomfortable presenting to an audience or sharing materials in a public setting.
  2. You shy away from fast-paced environments.
  3. You need someone to tell you exactly what to do.
What you will get in return
  1. A shiny new MacBook.
  2. 20 days paid vacation + public holidays, increasing with tenure.
  3. Private Insurance (Health, Dental & Vision) & Wellness Allowance.
  4. Company Sponsored Pension & Enhanced Paternity/Maternity.
  5. Casual Dress Code, Flexible Schedule, Weekly Paid Lunches & Monthly Company Outings.
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