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Customer Success Team Lead

3 weeks ago

Copenhagen, Copenhagen, Denmark Mouseflow Full time

About Mouseflow

We are a fast-growing SaaS company revolutionizing the website behavior industry with cutting-edge solutions that empower businesses to increase online conversions by detecting website bugs, user frustrations, and improving overall website user behavior.

We serve more than 210,000 customers in 100+ countries, including some of the world's biggest brands.

Our team is distributed between our offices in Copenhagen, Denmark, and Austin, Texas.

As a Digital Customer Success Manager, you will be joining an established Customer Success team as our first Digital Customer Success Manager.

Responsibilities:
  • Customer Onboarding: Build on the established digital onboarding flow, and design scalable programs for customer understanding and adoption.
  • Customer Adoption: Monitor usage trends, address adoption gaps, and deliver automated touchpoints (emails, notifications, videos) and in-person touchpoints (webinars, training sessions, and workshops).
  • Customer Retention: Identify churn risks, re-engage at-risk customers, gather data to constantly learn and improve, and feed this information back into the Mouseflow organization.
  • Customer Growth: Spot upsell opportunities, facilitate customer renewals, and upgrades and provide recommendations for maximizing product value.
Requirements:
  • 2+ years of experience in customer success, digital engagement, or a related role.
  • 1:many mindset. 1:1 interactions will be part of the role – but the focus is on 1:many touchpoints.
  • Experience working in B2B SaaS (bonus points for experience with analytics or marketing technology).
  • Familiarity with Customer engagement platforms (e.g., Intercom, Pendo, Hubspot or similar).
  • Strong analytical skills—you know how to interpret data and use insights to improve engagement.
  • Excellent communication skills with the ability to craft compelling messaging at scale and interact with customers in a way that is approachable and understandable.