Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Build and maintain strong long-term relationships with EMEA customers using virtual waiting room platform with an accent on retention, renewals, and expansion. Focus on monitoring health metrics, executing customer plans, and driving commercial outcomes through cross-functional collaboration.

Location: Copenhagen, Denmark (onsite at Vesterbro office)

Company

Global SaaS scale-up helping brands like Ticketmaster and Hermes manage peak traffic with virtual waiting room technology.

What you will do

• Respond to inquiries and provide solutions via support channels.
• Act as trusted advisor to maximize customer value from the platform.
• Monitor health through usage data, NPS, and indicators to spot risks and opportunities.
• Develop and execute retention/expansion plans with Head of Customer Success.
• Own renewal cycles and conduct QBRs to demonstrate ROI and align goals.
• Collaborate with Sales, Product, Technical Engagement, and Support teams.

Requirements

• 2–5 years in Customer Success or client-facing role
• Experience with revenue targets, renewals, and commercial outcomes
• SaaS/IT background strongly preferred
• Strong English communication for all stakeholder levels
• Data-driven with SaaS metrics (NRR, churn, usage, NPS)
• Full customer lifecycle management from onboarding to expansion

Nice to have

• Relevant education
• Government contracts experience
• Fluency in Spanish, French, or Italian
• MEDDPICC experience or openness to coaching

Culture & Benefits

• Work from Copenhagen headquarters with collaboration spaces, quiet rooms, and social activities.
• Flexible work trusted to suit you, flat hierarchy, Danish culture.
• Global team from 40+ nationalities, strength-based approach, professional growth.
• Daily snacks, fruit, coffee, subsidized canteen.