Strategic Customer Advocate for SaaS Growth

2 months ago

Århus, Århus Kommune, Denmark Playable ApS Full time
About the Role

We are seeking a seasoned Strategic Customer Advocate to join our team at Playable ApS. As a key member of our customer success department, you will be responsible for developing and fostering relationships with a portfolio of new and existing customers, both pre and post-sales.

Key Responsibilities:
  • Customer Success Management: Ensure high net retention rate and low gross churn rate of the customer portfolio by advising them to maximize their value of using the Playable platform.
  • Relationship Building: Form strong relationships with customers to educate them on the value of our platform and strategically gamification marketing, ensuring they are fully engaged and supported throughout the relationship.
  • Customer Needs Understanding: Understand and anticipate your portfolio's needs and goals; track customer progress on said goals and ensure they are supported.
  • Adoption and Upsell: Drive a high adoption rate on one's customer portfolio by demonstrating value and identifying additional up-sell, cross-sell, and expansion opportunities.
  • Data Quality: Ensure high data quality in the CRM system (Hubspot) and CSM system (Planhat).
Requirements
  • Experience: 3+ years experience from a similar or customer-facing role working with other companies in SaaS, MarTech, or digital agency.
  • Business Acumen: Business acumen is fundamental in our customer dialogues. The ability to understand the customers' value drivers, revenue stream, financial accounts, and core business.
  • Marketing Knowledge: Great marketing knowledge and digital understanding is essential when advising customers on the use of gamification marketing in the digital space.
  • Martech Understanding: Understanding of Martech to ensure a valuable dialogue with customers around the integration of Playable in their existing Martech stack, and how/where it can make a significant impact.
  • Process-Driven Mindset: A process-driven mindset in order to lead and guide our customers. We must be in the driving seat when making handovers, onboardings, and customer sprints to minimize the time from the first campaign live to tangible results - and hereafter many more campaigns per licensed customer.
  • Value Discussions: Ability to discuss value. The customer's price must reflect the customer's perceived value in the license period to ensure license renewal. Value discussions do not simply cover metrics (such as the number of leads, time spent with customers, etc.) but should take place strategically where we support the customers' business goals.
  • Stakeholder Management: Stakeholder management capabilities are needed to navigate in and understand the different layers of the customer's organization.
  • Languages: Full professional proficiency in Danish and English.
About Playable ApS

Playable ApS uses the power of play to connect leading brands with consumers around the world – and change the game for ambitious marketers everywhere. Our flexible SaaS platform allows our customers to integrate playable marketing in all stages driving engagement.

We have grown quickly, but our success is fueled by a work culture centered around what matters most to us: All the great people who make up our culture – and who make it all possible. You will be joining 70+ colleagues across different teams and roles.

Our salary range for this position is between 80,000 DKK and 120,000 DKK depending on your qualifications and experience.

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